Customer Success Manager (USA Remote)

Customer Success Manager:

• Manages a portfolio of complex clients handling contract renewals complex escalations and account growth.
• Builds strong relationships with decision-makers to scale accounts.
• Mentors and supports team members.
• Ensures customers get the most value from solutions retaining them and growing usage and adoption.

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.

Qualifications :

• 3 plus years of related work experience

Tii Elements:

• Relationship Building
• Curiosity
• Accountability
• Educator

Additional Information :

The expected annual base salary range for the Customer Success Manager position is: $69930/year to $116550/year. The expected annual base salary range for the Associate Customer Success Manager position is: $54000/year to $90000/year. The positions are bonus eligible/commission-based.

As a Remote-First company actual compensation will be provided in writing at the time of offer if extended and is determined by work location and a range of other relevant factors including but not limited to: experience skills degrees licensures certifications and other job-related factors. Internal equity market and organizational factors are also considered.

Total Rewards @ Turnitin
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education and thriving in an organization that is free of politics and full of humble inclusive and collaborative teammates the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by  putting educators and learners at the center of everything we do.
• Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
• Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products the way we treat each other and how we work with our customers and vendors.
• Action & Ownership - We have a bias toward action and empower teammates to make decisions.
• One Team - We strive to break down silos collaborate effectively and celebrate each others successes.
• Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

Global 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*

* varies by country

Seeing Beyond the Job Ad
At Turnitin we recognize its unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If youre willing to learn and evolve alongside us join our team!

Turnitin LLC is committed to the policy that all persons have equal access to its programs facilities and employment. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.

Remote Work :

Yes

Employment Type :

Full-time