Customer Success Manager, NOA Higher Ed. Southeast Region

About This Role

Turnitin LLC is seeking an experienced and motivated Customer Success Manager to join our team in a fully remote capacity, serving the North American (NOA) Higher Education sector with a focus on the Southeast region. This is an excellent opportunity for a customer-focused professional to drive success for educational institutions while advancing your career in the EdTech industry.

As a Customer Success Manager at Turnitin, you will be responsible for ensuring that our higher education clients achieve their desired outcomes using our comprehensive academic integrity and student writing feedback solutions. This role combines strategic account management, relationship building, and consultative problem-solving to maximize customer satisfaction, retention, and expansion opportunities across your assigned territory.

Key Responsibilities

• Serve as the primary point of contact for assigned higher education institutions in the Southeast region, building and maintaining strong, long-term relationships with key stakeholders including department heads, writing center directors, and academic administrators
• Develop and execute customer success plans tailored to each institution's unique goals, ensuring measurable outcomes and ROI from their Turnitin investment
• Conduct regular check-ins, business reviews, and training sessions to ensure customers are maximizing platform adoption and realizing value across their institutions
• Identify upsell and cross-sell opportunities within existing accounts, working collaboratively with sales leadership to expand revenue and deepen product penetration
• Monitor customer health metrics and early warning indicators; proactively address concerns and challenges to prevent churn and escalation
• Gather and synthesize customer feedback, pain points, and feature requests to inform product development and service improvements
• Support onboarding and implementation for new accounts, ensuring smooth transitions and rapid time-to-value
• Collaborate with technical support, training, and implementation teams to resolve complex customer issues and drive resolution
• Maintain detailed account records, manage customer interactions in our CRM system, and provide accurate forecasting and reporting to leadership
• Represent Turnitin at regional higher education conferences, user forums, and community events to strengthen brand presence and customer loyalty

Required Qualifications

• 2+ years of customer success, account management, or customer-facing experience in SaaS, EdTech, or enterprise software environments
• Proven track record of building strong client relationships and driving customer satisfaction and retention metrics
• Strong communication and interpersonal skills, with ability to engage effectively with technical and non-technical stakeholders
• Experience with higher education, academic institutions, or K-12 environments is highly preferred
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and ability to leverage data for strategic insights
• Ability to multitask, prioritize, and manage multiple accounts simultaneously in a fast-paced, dynamic environment
• Problem-solving mindset with strong attention to detail and commitment to customer outcomes
• Self-motivated, independent worker comfortable with fully remote work environments and asynchronous communication
• Willingness to travel occasionally to customer sites, industry conferences, or company meetings (travel budget permitting)

Preferred Qualifications

• Experience with academic integrity, plagiarism detection, or student writing feedback tools
• Knowledge of higher education institutional workflows, accreditation standards, and academic policies
• Background in education, teaching, or academic administration
• Bilingual capabilities (Spanish preferred for Southeast region diversity)
• Success in a quota-carrying customer success or similar revenue-generating role

Why Join Turnitin?

Turnitin is a global leader in academic integrity and student writing feedback solutions, serving millions of students and educators worldwide. Our mission is to foster integrity and improve student outcomes in an increasingly digital world. Working at Turnitin means contributing to meaningful impact in education while collaborating with talented, mission-driven professionals across the globe.

This is a remote position offering flexibility and work-life balance, with the opportunity to build expertise in the higher education sector and advance your career within a growing, innovative company. You'll receive comprehensive onboarding, ongoing training, and support from a collaborative customer success team.

💰 Compensation not publicly listed. Market estimate for similar roles: from $70K, varying by experience and location.