Customer Success Manager, NOA Higher Ed - Southeast Region (Remote)

About This Role

Turnitin LLC is seeking a Customer Success Manager to drive retention, adoption, and expansion within our Higher Education portfolio across the North America (NOA) Southeast region. This is a remote position perfect for professionals who thrive in relationship-driven roles and want to make an impact in the educational technology space.

As a Customer Success Manager at Turnitin, you will be the strategic partner for a portfolio of higher education institutions in the Southeast region. You'll own the complete customer lifecycle—from onboarding through renewal and expansion—ensuring that our clients achieve maximum value from Turnitin's suite of solutions designed to improve student learning outcomes and institutional efficiency.

Key Responsibilities

• Customer Portfolio Management: Manage and nurture a assigned portfolio of higher education customers across the Southeast region, serving as their primary point of contact for strategic account management and ongoing support.
• Onboarding & Implementation: Lead comprehensive onboarding initiatives to ensure smooth product adoption, including training delivery, documentation support, and change management guidance for institutional stakeholders.
• Relationship Building: Develop and maintain strong relationships with key decision-makers and end-users at customer institutions, including senior academic leadership, department chairs, and implementation teams.
• Customer Advocacy: Proactively identify and address customer needs, gather feedback, and serve as the voice of the customer internally to drive product improvements and feature prioritization.
• Expansion Opportunities: Identify upsell and cross-sell opportunities within existing accounts, working collaboratively with sales teams to expand product utilization across additional departments or use cases.
• Retention & Renewal: Develop and execute renewal strategies to maximize customer retention rates, including regular business reviews and demonstrated ROI communications.
• Success Metrics: Monitor and report on key customer health metrics, ensuring early identification of at-risk accounts and implementation of remediation plans.
• Community Engagement: Participate in user conferences, webinars, and educational events to strengthen community relationships and showcase customer success stories.

Required Qualifications

• 3+ years of customer success, account management, or related customer-facing role experience
• Demonstrated success managing a portfolio of enterprise or mid-market accounts
• Strong knowledge of higher education operations, stakeholders, and institutional dynamics (preferred)
• Excellent written and verbal communication skills with ability to engage diverse audiences
• Proven ability to manage multiple stakeholders and competing priorities in a fast-paced environment
• Proficiency with CRM systems (Salesforce preferred) and ability to leverage data for decision-making
• Self-motivated and able to work independently in a remote environment
• Comfortable with travel (estimated 10-15% annually for customer visits and company events)

Preferred Qualifications

• Experience with SaaS or software solutions in the education technology sector
• Knowledge of academic integrity, plagiarism detection, or student writing assessment tools
• Experience with learning management systems (Canvas, Blackboard, D2L, etc.)
• Bilingual capabilities (Spanish preferred for Southeast region coverage)
• Project management or process improvement experience

About Turnitin

Turnitin is a global leader in academic integrity and learning outcomes solutions, serving millions of students and educators across K-12, higher education, and institutional sectors worldwide. Our mission is to advance education by promoting integrity, improving learning, and accelerating institutional success. Turnitin's flagship products include Turnitin plagiarism detection, Gradescope assessment and grading automation, and iThenticate research integrity solutions.

What We Offer

• Fully remote position with flexibility to work from anywhere in the Southeast region
• Competitive compensation package with performance incentives
• Comprehensive health, wellness, and retirement benefits
• Professional development and career advancement opportunities
• Collaborative, mission-driven company culture
• Access to cutting-edge educational technology tools
• Generous PTO and work-life balance initiatives

Remote Work Details

This role is fully remote and allows you to work from anywhere within the Southeast region of the United States. You'll collaborate with distributed teams across multiple time zones using modern communication and collaboration tools. Regular virtual meetings with customers and internal teams are expected, and occasional travel to customer sites and company events (10-15% annually) will be required for relationship building and training delivery.

Location: Remote, USA Southeast Region (including FL, GA, NC, SC, VA, and adjacent states)

Position Type: Full-time, permanent

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