Note: The job is a remote job and is open to candidates in USA. Turnitin is a recognized innovator in global education, partnering with educators and institutions for over 25 years. They are seeking a dynamic Manager of Customer Success to lead a team focused on customer engagement, retention, and growth through exceptional experiences and strategic account management.
Responsibilities
- Lead, mentor, and coach a team of Customer Success Managers (CSMs), ensuring they deliver exceptional customer experiences and achieve their KPIs
- Conduct regular 1:1s, performance reviews, and development planning sessions to support team growth and engagement
- Monitor and analyze team performance metrics
- Ensure adherence to best practices, processes, and playbooks to drive consistent and scalable customer success outcomes
- Work cross-functionally with Marketing, Product, and other Supporting teams to address customer needs and align on strategic goals
- Exceptional ability to communicate, present, and build partnerships with contacts both inside and outside your immediate area of expertise
- A track record of using data and process-oriented thinking to solve diverse, complex business problems
Skills
- 5+ years of CSM experience in EdTech/SaaS
- 2+ years of Sales Management experience
- Confident working with; SFDC, Google workspace and Zoom
- Some experience working with; Tableau
- Confident in analyzing data to make strategic decisions
- Confident in development coaching and leadership skills
- Coaching & Team Building
- Resourcefulness
- Adaptability
- Accountability
Benefits
- Remote First Culture
- Health Care Coverage
- Education Reimbursement
- Competitive Paid Time Off
- Self-Care Days
- National Holidays
- 2 Founder Days + Juneteenth Observed
- Paid Volunteer Time Off
- Charitable Contribution Match
- Monthly Wellness or Home Office Reimbursement
- Access to Employee Assistance Program (mental health platform)
- Parental Leave
- Retirement Plan with match/contribution
Company Overview