Customer Success Manager Higher Ed Southeast Region

🇺🇸In-Person - Atlanta, GA$55K–$75K/yri7h ago

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

Role Snapshot

Customer Success Manager responsible for driving retention, adoption, and expansion within assigned higher education accounts across the Southeast region. The role bridges customer partnerships with commercial impact, ensuring institutions achieve measurable value from TurnItIn's solutions.

Key Responsibilities: Own customer renewals and identify expansion/cross-sell opportunities; develop success plans, conduct business reviews, and monitor engagement metrics to proactively address risks. Build relationships across institution stakeholders, serve as the customer's internal voice, and champion customer advocacy through case studies and community events.

Skills & Tools: Strong relationship-building and communication skills with ability to engage multi-level stakeholders; proven ability to drive adoption through data-driven strategies, business acumen, and cross-functional collaboration with Sales, Product, and Marketing teams.

Qualifications: Experienced Customer Success Manager with track record in account retention, expansion, and relationship management, ideally in SaaS or enterprise software serving educational institutions. Bachelor's degree preferred with 3+ years of relevant customer success or account management experience.

Location: In-Person - Atlanta, GA

Compensation: $55K–$75K/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.