Customer Success Manager Higher Ed Southeast Region

🇺🇸In-Person - WA$65K–$95K/yriJust now

Higher Ed Customer Success Account Management Higher Education Customer Retention Business Development

Role Snapshot

A relationship-driven Customer Success Manager for higher education institutions using TurnItIn solutions, responsible for driving customer retention, adoption, and expansion within assigned accounts across the Southeast region.

Key Responsibilities: Secure renewals and identify upsell/cross-sell opportunities, develop success plans to ensure customers achieve measurable value, and engage stakeholders across institutions to build advocacy. Monitor customer health metrics, conduct data-driven business reviews, and act as the voice of the customer internally to Product and Marketing teams.

Skills & Tools: Strong relationship-building and stakeholder management abilities, data analysis and business acumen to drive adoption outcomes, and excellent communication skills to engage multiple institutional levels. Ability to collaborate cross-functionally and proactively identify growth opportunities.

Qualifications: Experienced customer success professional with proven track record in account retention, renewal management, and customer expansion. Knowledge of higher education or SaaS environment preferred.

Location: In-Person - WA

Compensation: $65K–$95K/yr (estimated)

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Job Description

We’re looking for an experienced, relationship-driven Customer Success Manager (CSM) who is passionate about helping educational institutions realize the full value of their investment in our solutions. The ideal candidate thrives at the intersection of customer partnership and commercial impact—someone who builds trusted relationships, drives adoption, and proactively identifies opportunities for growth through renewals, upsells, and cross-sell referrals.

Key Responsibilities:

Own customer retention and growth: Secure renewals and identify opportunities for expansion and referral-based cross-sells within assigned accounts.
Drive adoption and outcomes: Ensure customers are achieving measurable value from our solutions by developing success plans, sharing best practices, and leading data-driven business reviews.
Build trusted relationships: Engage stakeholders across all levels of the institution—from administrators and faculty to executive leadership—to strengthen advocacy and partnership.
Act as the customer’s voice: Represent customer feedback internally to Product, Marketing, and Sales teams to inform roadmap and go-to-market strategies.
Collaborate to win: Partner closely with Account Executives, Solutions Consultants, and Marketing to deliver a seamless customer experience from onboarding through renewal.
Monitor health and engagement: Leverage customer insights, usage data, and satisfaction metrics to proactively address risks and ensure long-term success.
Champion customer advocacy: Identify and nurture advocates who can participate in case studies, references, and peer community events.