[Hiring] Team Manager, Customer Success @Pearson

Role Description

We are seeking a strategic and people-focused Team Manager, Customer Success to lead a team of Customer Success Managers supporting K–12 school district customers. This role is responsible for ensuring successful onboarding, adoption, and ongoing customer success, while building a scalable and high-performing Customer Success function.

The Manager will oversee team execution, drive consistency in the customer journey, and partner cross-functionally with Sales, Sales Operations, Product, Technology, and Support teams to deliver a high-impact customer experience. This role requires strong change management capabilities, as the organization evolves its go-to-market approach and post-sales operating model.

This role is ideal for a leader who can operate both strategically and tactically—someone who is comfortable diving into the details of day-to-day customer workflows, identifying patterns and gaps, and translating those insights into scalable strategy. You will be expected to connect the dots across teams, systems, and processes to ensure the customer experience is cohesive, consistent, and aligned to business goals.

You will ensure your team is positioned to help customers unlock value, navigate change, and achieve success from day one, while continuously improving how the organization delivers that experience at scale.

Qualifications

• Bachelor’s degree in Education, Business, or related field required - or equivalent experience.
• 5+ years of experience in customer success, client services, or account management.
• 2+ years of experience in a leadership, team lead, or mentoring role preferred.
• Experience in EdTech, SaaS, or education environments strongly preferred.
• Experience supporting K–12 or district-level customers a plus.

Requirements

• Lead, coach, and develop a team of Customer Success Managers to drive high performance and strong customer outcomes.
• Establish clear expectations, KPIs, and accountability for onboarding, adoption, and customer success execution.
• Oversee and ensure consistent execution of onboarding and implementation across all accounts.
• Support CSMs in managing complex, high-priority, or at-risk customer relationships.
• Drive the development and execution of structured success plans across the customer lifecycle.
• Lead change management efforts across the Customer Success team, ensuring smooth adoption of new processes, systems, and ways of working.
• Manage and coordinate cross-functional projects that impact the customer experience, ensuring alignment across teams and timely execution.
• Partner with Sales to support renewals, expansions, and overall account growth strategies.
• Act as the voice of the customer across internal teams, advocating for solutions that improve the end-to-end customer experience.
• Influence and drive alignment across cross-functional stakeholders, gaining consensus on priorities and solutions without direct authority.
• Monitor usage, engagement, and satisfaction metrics to proactively identify risks and opportunities.
• Build new and refine scalable processes to improve efficiency, reduce manual work, and support growth.
• Collaborate with cross-functional teams to align on customer experience, workflows, and system improvements.

Benefits

• Compensation influenced by factors including skill set, experience, and location.
• The full-time salary range for this role is $90,000 - $110,000.
• This position is eligible for Pearson’s annual incentive program.