Customer Success Manager - Higher Education, Southeast Region (Remote)

About This Role

Turnitin LLC is seeking an experienced Customer Success Manager to join our Higher Education team, serving institutions across the Southeast region of the United States. This is a remote position offering the flexibility to work from anywhere while building meaningful relationships with academic institutions and driving customer retention and growth.

Position Overview

As a Customer Success Manager specializing in Higher Education, you will be the strategic partner for assigned accounts within the Southeast region. You'll be responsible for ensuring that colleges and universities maximize the value they receive from Turnitin's suite of academic integrity and learning analytics solutions. This role combines relationship management, strategic planning, and consultative problem-solving to drive customer success and expand account potential.

Key Responsibilities

• Account Management: Develop and maintain strong relationships with key stakeholders at higher education institutions, including faculty, department chairs, and administrative leadership
• Onboarding & Implementation: Guide new customers through implementation and adoption processes, ensuring smooth transitions and rapid time-to-value
• Usage Optimization: Monitor product usage metrics and proactively identify opportunities to increase platform adoption across departments and disciplines
• Strategic Planning: Work with accounts to develop success plans aligned with institutional goals and academic integrity initiatives
• Renewal Management: Manage contract renewals and expansions, demonstrating ROI and value delivery throughout the customer lifecycle
• Training & Education: Conduct training sessions for faculty, teaching assistants, and students on effective use of Turnitin tools
• Feedback Integration: Gather customer feedback and communicate insights to product and engineering teams to inform roadmap priorities
• Reporting & Analytics: Track account health metrics, utilization rates, and NPS scores to identify at-risk accounts and expansion opportunities
• Regional Collaboration: Work closely with sales teams to support new customer acquisition and post-sale success

Required Qualifications

• 3+ years of customer success, account management, or customer-facing experience in B2B SaaS or technology environments
• Experience working with higher education institutions, academic customers, or education technology companies (preferred)
• Demonstrated ability to build and maintain strong client relationships with senior stakeholders
• Strong analytical and organizational skills with proficiency in CRM platforms and data tracking
• Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical audiences
• Self-motivated and proactive problem-solver comfortable working independently in a remote environment
• Understanding of academic integrity, plagiarism detection, or learning analytics concepts (a plus)
• Ability to manage multiple accounts and priorities effectively while maintaining attention to detail

Why Join Turnitin?

Turnitin is a global leader in academic integrity and learning analytics solutions trusted by millions of students and educators worldwide. Working for Turnitin means contributing to a mission that supports academic honesty and student learning outcomes. We offer a collaborative remote-first work environment, competitive benefits, professional development opportunities, and the chance to make a real impact in the education sector.

Location & Work Arrangement

This position is fully remote and based in the Southeast region of the USA. You can work from your preferred location while serving accounts across the designated region. Occasional travel to customer sites may be required (estimated 10-15% of time).

What Makes This Opportunity Special

The Higher Education vertical is at the heart of Turnitin's mission. As a Customer Success Manager in this space, you'll work with institutions that are deeply committed to academic integrity and student success. You'll have the opportunity to build long-term partnerships, develop expertise in education technology, and contribute to meaningful conversations about academic ethics in an increasingly digital learning environment.

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