Manager of Customer Success

Company: Turnitin
Location: Remote-First
Salary Range: $91,935/year - $153,225/year (bonus eligible)

Company Description:
Turnitin is a recognized innovator in global education, providing learning integrity solutions for over 25 years. Partnered with over 16,000 academic institutions worldwide, our services (including Turnitin Feedback Studio, Gradescope, and iThenticate) protect the value of authentic education. We offer a remote-first culture that empowers employees with purpose and accountability, supported by a comprehensive package prioritizing well-being.

Job Description:
The Go-To-Market team in the SecEd region is seeking a dynamic, strategic, and resilient Manager of Customer Success to lead a team of high-performing individual contributors. This role focuses on driving customer engagement, retention, and growth by delivering exceptional customer experiences and supporting strategic business objectives. You will translate functional plans into operational processes, manage resources, and influence techniques to drive customer retention and growth.

Responsibilities:

• Team Leadership & Development: Lead, mentor, and coach Customer Success Managers (CSMs), conduct regular 1:1s, performance reviews, and development planning sessions.
• Operational Excellence: Monitor and analyze team performance metrics, ensure adherence to best practices and playbooks, and work cross-functionally with Marketing, Product, and other supporting teams.
• Communication Skills: Exceptional ability to communicate, present, and build partnerships internally and externally.
• Analytical Thinking: Use data and process-oriented thinking to solve diverse, complex business problems.

Qualifications:

• Requirements:
• 5+ years of CSM experience in EdTech/SaaS.
• 2+ years of Sales Management experience.
• Proficient with SFDC, Google Workspace, and Zoom.
• Experience with Tableau is beneficial.
• Confident in analyzing data for strategic decision-making.
• Strong development coaching and leadership skills.
• Tii Elements: Coaching & Team Building, Resourcefulness, Adaptability, Accountability.

Additional Information:

• Expected Annual Base Salary Range: $91,935 - $153,225/year.
• This position is bonus eligible.
• Total Rewards @ Turnitin: Includes salary, bonus, intrinsic rewards of making an impact, a positive culture, generous time off, health and wellness programs, and a remote-first environment.

Global Benefits:

• Remote First Culture
• Health Care Coverage
• Education Reimbursement
• Competitive Paid Time Off
• Self-Care Days, National Holidays, Founder Days, Juneteenth Observed
• Paid Volunteer Time Off
• Charitable Contribution Match
• Monthly Wellness or Home Office Reimbursement
• Employee Assistance Program
• Parental Leave
• Retirement Plan with match/contribution

Keywords: Manager, Customer Success, CSM, EdTech, SaaS, Sales Management, Remote, Leadership, Team Management, Turnitin.