Job Details

The Team Manager, Customer Success role leads a team responsible for the successful onboarding, implementation, and ongoing partnership of Pearson's PALS (Performance Assessment for Learning Suite) solutions across K-12 district customers.This role ensures districts achieve strong adoption and measurable impact from their investment, driving retention, customer satisfaction, and long‑term growth. The Team Manager serves as a key connector across Sales, Product, and Customer Support to deliver a seamless post‑sale experience.Key Responsibilities Lead, coach, and develop a team of District Partner Success professionalsSet clear performance expectations aligned to retention, adoption, and customer outcomesFoster a culture of accountability, collaboration, and continuous improvementManage resource allocation and regional/account coverage strategyCustomer Success & Partnership Management Oversee post‑sale customer experience from onboarding through renewalEnsure consistent engagement models (business reviews, office hours, implementation checkpoints)Drive strong relationships with district leaders and key stakeholdersMonitor and improve customer satisfaction and long‑term partnership outcomesLead scalable onboarding processes to ensure efficient time‑to‑value for new and renewing customersEstablish and maintain implementation playbooks, milestones, and best practices across PALS productsPartner cross‑functionally to ensure seamless system setup (e.g., rostering, platform access, integrations)Data & Performance Management Monitor account health, product adoption, and engagement metricsUse data to proactively identify risks and drive retention strategiesDevelop dashboards and reporting to track performance across regions and accountsCross‑Functional Collaboration Partner closely with Sales, Product, Marketing, and Customer Support teamsSurface customer insights to inform product enhancements and go‑to‑market strategyAlign on onboarding ownership, escalation processes, and communication strategiesRevenue Retention & Growth Support Drive high renewal rates through strong implementation and value realizationIdentify and communicate expansion opportunities to Sales teamsSupport broader revenue goals by ensuring customer success outcomes are achievedProcess Improvement & Scalability Design and implement scalable processes to support growthReduce manual work through improved systems and workflowsEnsure clear documentation of processes, roles, and responsibilitiesQualifications Experience & Skills Required 5+ years of experience in Customer Success, Account Management, or related post‑sale roles2+ years of people management experienceExperience working with K‑12 districts or in education/EdTechStrong leadership, communication, and stakeholder management skillsData‑driven approach to decision‑making and problem‑solvingPreferred Experience with SaaS or education technology solutionsFamiliarity with CRM systems (e.g., Salesforce) and customer success toolsExperience building or scaling customer success programsKey Performance Indicators (KPIs) Customer retention and renewal ratesProduct adoption and implementation successCustomer satisfaction and engagementTime to onboard and activate customersExpansion pipeline influenced by customer success effortsCompensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York State, New York City, Vermont, Washington State, and Washington DC laws, the pay range for this position is as follows:The minimum full‑time salary range is between $120,000 - $130,000.This position is eligible to participate in an annual incentive program, and information on benefits offered is here.At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.Pearson is an Equal Opportunity Employer and a member of E‑Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.Job: Customer SuccessJob Family: GO TO MARKETOrganization: Assessment & Qualifications#J-18808-Ljbffr