Team Manager, Customer Success

Pearson•United States,

9d•$120,000 - $130,000

About The Position

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.

Requirements

5+ years of experience in Customer Success, Account Management, or related post-sale roles
2+ years of people management experience
Experience working with K-12 districts or in education/EdTech
Strong leadership, communication, and stakeholder management skills
Data-driven approach to decision-making and problem-solving

Nice To Haves

Experience with SaaS or education technology solutions
Familiarity with CRM systems (e.g., Salesforce) and customer success tools
Experience building or scaling customer success programs

Responsibilities

Lead, coach, and develop a team of District Partner Success professionals
Set clear performance expectations aligned to retention, adoption, and customer outcomes
Foster a culture of accountability, collaboration, and continuous improvement
Manage resource allocation and regional/account coverage strategy
Oversee post-sale customer experience from onboarding through renewal
Ensure consistent engagement models (business reviews, office hours, implementation checkpoints)
Drive strong relationships with district leaders and key stakeholders
Monitor and improve customer satisfaction and long-term partnership outcomes
Lead scalable onboarding processes to ensure efficient time-to-value for new and renewing customers
Establish and maintain implementation playbooks, milestones, and best practices across PALS products
Partner cross-functionally to ensure seamless system setup (e.g., rostering, platform access, integrations)
Monitor account health, product adoption, and engagement metrics
Use data to proactively identify risks and drive retention strategies
Develop dashboards and reporting to track performance across regions and accounts
Partner closely with Sales, Product, Marketing, and Customer Support teams
Surface customer insights to inform product enhancements and go-to-market strategy
Align on onboarding ownership, escalation processes, and communication strategies
Drive high renewal rates through strong implementation and value realization
Identify and communicate expansion opportunities to Sales teams
Support broader revenue goals by ensuring customer success outcomes are achieved
Design and implement scalable processes to support growth
Reduce manual work through improved systems and workflows
Ensure clear documentation of processes, roles, and responsibilities

Benefits

Annual incentive program
Information on benefits offered is here [https://nam02.safelinks.protection.outlook.com/?url=https://pearsonbenefitsus.com/&data=04|01|[email protected]|2c256513c79f4679be7c08d9e7287ebb|8cc434d797d047d3b5c514fe0e33e34b|0|0|637794983376381246|Unknown|TWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0=|3000&sdata=t1YQPUL7BgoclUd7yE2i86QAirLf4z3z8OEWgr42q7c=&reserved=0]

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