Key skills
Customer Success ManagementSales ManagementSalesforce (SFDC)Google WorkspaceZoomTableauData AnalysisCoachingSaaSLeadershipCustomer SuccessAccount ManagementSales
About this role
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