Manager, Customer Success – Secondary Education East Coast (USA Remote)

Manager, Customer Success – Secondary Education (Remote, USA)

Company: Turnitin, LLC Location: Remote (USA) Employment Type: Permanent Salary: $91,935 - $153,225 per year

About Turnitin

Turnitin is a recognized innovator in global education, partnering with educators and institutions for over 25 years to develop learning integrity solutions. Our services are used by over 16,000 academic institutions, publishers, and corporations in more than 185 countries. We are committed to protecting the value of authentic education and fostering critical thinking.

We operate with a remote-first culture, empowering you to work with purpose and accountability in a way that best suits you. Our diverse global community is united by a shared desire to make a difference in education.

About the Role

The Go-To-Market team in the Secondary Education region is central to driving customer engagement, retention, and growth. We focus on delivering exceptional customer experiences, ensuring value realization, and supporting strategic business objectives through proactive customer success management and targeted account strategies.

We are seeking a dynamic, strategic, and resilient Manager of Customer Success to lead a team of high-performing individual contributors. In this role, you will translate functional plans into concrete operational processes, manage resources to meet critical schedules, and influence techniques to drive customer retention and growth.

Key Responsibilities

• Team Leadership & Development:
  • Lead, mentor, and coach a team of Customer Success Managers (CSMs), ensuring they deliver exceptional customer experiences and achieve their Key Performance Indicators (KPIs).
  • Conduct regular one-on-one meetings, performance reviews, and development planning sessions to support team growth and engagement.
• Operational Excellence:
  • Monitor and analyze team performance metrics.
  • Ensure adherence to best practices, processes, and playbooks to drive consistent and scalable customer success outcomes.
  • Collaborate cross-functionally with Marketing, Product, and other supporting teams to address customer needs and align on strategic goals.
• Strategic Contribution:
  • Translate functional plans into concrete operational processes.
  • Manage resources to meet critical schedules.
  • Influence techniques used to drive customer retention and growth.

Requirements

• 5+ years of Customer Success Management experience in EdTech/SaaS.
• 2+ years of Sales Management experience.
• Proficiency with Salesforce (SFDC), Google Workspace, and Zoom.
• Experience working with Tableau.
• Strong analytical skills with a proven ability to make strategic decisions based on data.
• Confident in development coaching and leadership skills.
• Demonstrated ability to communicate, present, and build partnerships effectively.
• Track record of using data and process-oriented thinking to solve diverse, complex business problems.

What We Offer

• Compensation: A competitive annual base salary range of $91,935 - $153,225, with eligibility for bonuses. Actual compensation will be determined by factors including work location, experience, skills, and other relevant qualifications.
• Total Rewards: Beyond compensation, you'll experience intrinsic rewards from making a positive impact on global education. We offer a culture free of politics, filled with humble, inclusive, and collaborative teammates.
• 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
  • Employee Assistance Program (mental health platform)
  • Parental Leave
  • Retirement Plan with match/contribution

We encourage you to apply even if you don't meet 100% of the listed requirements. If you are willing to learn and grow with us, we want to hear from you!