Team Manager, Customer Success

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.

• 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

• 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/Ed Tech
• Strong leadership, communication, and stakeholder management skills
• Data‑driven approach to decision‑making and problem‑solving

• 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

• Customer retention and renewal rates
• Product adoption and implementation success
• Customer satisfaction and engagement
• Time to onboard and activate customers
• Expansion pipeline influenced by customer success efforts

Compensation 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.

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