Team Manager, Customer Success

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

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

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
• 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