Customer Success Manager

Summary

Join Turnitin as a Customer Success Manager and manage a portfolio of key accounts, ensuring client success and satisfaction. You will build strong relationships with decision-makers, understand client needs, and provide expert support on Turnitin products. Responsibilities include collaborating with the GTM team, identifying growth opportunities, and proactively communicating client feedback. You will also work closely with Sales and Marketing teams, ensuring seamless service and effective communication. This role requires 3+ years of related experience. Turnitin offers a competitive Total Rewards package including generous time off, health and wellness programs, and a remote-centric culture.

Requirements

3 plus years of related work experience

Responsibilities

• Manages a portfolio of complex/larger value key accounts, ensuring client success and satisfaction
• Partners closely with customers to understand their pain points, business needs, and objectives, and to sell the value of Tii products
• Provides robust expert support and advice about Tii products, features, and opportunities, enabling client accounts to grow
• Collaborates to ensure clients renew with an appropriate price uplift and preferably with upsell opportunities
• Effectively communicates the value proposition of Tii products and services to clients
• Works with all members of the GTM team to analyze client data, identify growth opportunities, and prepare plans to address issues and realize growth opportunities
• Passes proactive feedback about products/features/problems from clients to internal stakeholders, representing the voice of the client
• Works with all members of the GTM team to ensure Tii are building and maintaining strong, long-lasting customer relationships
• Executes a strategic plan to expand the customer base from within the existing accounts managed
• Liaises closely with Sales/T&I Teams to take a hand-over on key accounts, ensuring a seamless service experience for the client
• Works closely with Marketing regarding the communication and lead generation events required in the market/area
• Ensures that all internal systems, processes, and ways of working are fully completed timely and diligently, in line with company standards
• Communicates effectively between the Client/Customer and Product teams, and documents Client/customer requests appropriately
• Strong team player, Coaches, advises, and supports Sales team members, acting as a mentor or a buddy to other members of the team
• Tracks own performance, provides general data and reports, and updates as required
• Generates referral leads for the Sales team through customer networks and relationship building
• Actively progresses own personal development

Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• 4 Self-Care Days per year
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*