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

Turnitin is a recognized innovator in global education, partnering with educators and institutions to develop learning integrity solutions. The Manager of Customer Success will lead a team focused on driving customer engagement, retention, and growth through exceptional customer 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

Requirements:

• 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