Team Manager, Customer Success

Pearson

About The Position

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.

Requirements

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
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

Nice To Haves

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

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