About the job
As a Customer Success Manager at Turnitin, you will engage with a diverse set of complex customers post-onboarding and implementation, managing contract renewals and acting as the escalation point for significant technical issues. Your role will involve building strong, lasting relationships with key decision-makers to effectively grow account engagement. You will also mentor and support your team members, ensuring that our customers achieve maximum value from our solutions, leading to higher retention rates and increased usage through upselling opportunities.
Key Responsibilities:
- Oversee the relationship management for a designated portfolio of accounts, ensuring customer satisfaction and success while proactively addressing concerns to enhance satisfaction and increase product adoption.
- Collaborate closely with customers to comprehend their business objectives and demonstrate the value of Turnitin's products tailored to their needs. Provide expert support regarding product features and opportunities to facilitate account growth.
- Implement strategic plans aimed at expanding the customer base within existing accounts, achieving renewal and growth targets while aligning with the company's overall goals.
- Work collaboratively with internal teams to ensure customers renew contracts at appropriate price points, while exploring upsell opportunities. Manage the renewal process and maintain timelines effectively.
- Articulate the value proposition through compelling presentations, proposals, and during client events to foster business growth.
- Analyze customer data alongside the Go-To-Market (GTM) team to uncover growth opportunities and prepare actionable plans to tackle any issues and drive increased product adoption.
- Collaborate with Technical Support and other departments to enhance the overall customer experience and ensure long-lasting relationships.
- Coordinate with Sales and onboarding teams for seamless transitions on key accounts.
- Engage with Marketing to plan and execute lead generation activities tailored to the market.

