Team Manager, Customer Success at Pearson PlcWestminster

, , United States -

Full Time

Start Date

Immediate

Expiry Date

23 Jul, 26

Salary

110000.0

Posted On

24 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Coaching, Customer success, Change management, Project management, Strategic planning, Data analysis, CRM, Salesforce, Communication, Interpersonal skills, Stakeholder management, Operational mindset, Problem-solving, Account management

Industry

Education

Description

Manager, Customer Success About the Role 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. -------------------------------------------------------------------------------- Key Responsibilities • 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 -------------------------------------------------------------------------------- Education & Experience • 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 -------------------------------------------------------------------------------- Skills & Attributes • Strong leadership and coaching skills with the ability to develop high-performing teams • Demonstrated ability to lead through change and guide teams through evolving processes and systems • Strong project management skills with the ability to drive cross-functional initiatives from concept to execution • Exceptional communication and interpersonal skills with a strong client-first mentality • Proven ability to influence stakeholders and build consensus across teams without direct authority • Demonstrated ability to manage multiple priorities and drive execution through others • High proficiency in CRM and customer success platforms (e.g., Salesforce) • Strong operational and analytical mindset with the ability to use data to inform decisions • Ability to balance strategic thinking with hands-on execution • Technologically fluent and quick to learn new platforms and systems • A proactive, problem-solving mindset with strong prioritization skills • A curious and positive intent mindset with an eagerness to explore, learn, and improve Compensation at Pearson is 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. Information on benefits can be found here [https://pearsonbenefitsus.com/]. Applications will be accepted through 4/24/26. This window may be extended depending on business needs. 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.

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Responsibilities

The Team Manager will lead, coach, and develop a team of Customer Success Managers to ensure successful onboarding, adoption, and ongoing customer value. They will also drive cross-functional alignment and implement scalable processes to improve the overall customer experience.