Partner Success Leader, Programs & Delivery

Socket.dev; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Pearson is seeking a Manager, Partner Success to lead a team supporting state, district, and school partners throughout the assessment lifecycle, ensuring successful delivery of programs and services.

Working with Program Delivery, Product, Technology, Measurement, Operations, and Customer Support, the Manager translates priorities into actionable plans, coaches team members, and serves as a key escalation point.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of experience leading customer-facing programs, partner success, client services, program management, educational services, or assessment delivery functions.
• Demonstrated success leading and developing high-performing teams, including coaching, performance management, and talent development.
• Experience managing complex customer relationships and serving as an escalation point for operational, delivery, or customer satisfaction issues.
• Strong program and project management skills, including experience managing schedules, risks, dependencies, budgets, and cross-functional initiatives.
• Proven ability to influence and collaborate across multiple functions, including Product, Technology, Operations, Measurement, Content, and Customer Support teams.
• Strong communication, facilitation, negotiation, and presentation skills, with the ability to effectively engage customers, executive leadership, and internal stakeholders.
• Demonstrated ability to identify customer needs, solve complex problems, and drive continuous improvement initiatives that improve customer outcomes and operational effectiveness.
• Experience managing financial performance, including forecasting, budget management, contract value tracking, resource planning, or margin accountability.
• This position may require up to 25% travel

Responsibilities

• Build and maintain strong relationships with state, district, and school partners.
• Lead customer readiness, implementation, training, and adoption planning activities.
• Serve as an escalation point for complex customer concerns, risks, and delivery issues.
• Partner with customers to identify opportunities for continuous improvement and long-term success.
• Monitor customer satisfaction and implement strategies to improve the overall customer experience.
• Oversee one or more assessment programs or strategic customer relationships.
• Coordinate cross-functional teams to ensure successful delivery of program commitments.
• Monitor program schedules, risks, issues, budgets, and key milestones.
• Ensure compliance with contractual requirements and delivery expectations.
• Lead forecasting, planning, and business reviews related to assigned programs.
• Manage program financials to meet revenue/margin plan, explaining trends and differences from original plan.
• Report on financial status and accurately estimate/forecast program activities and budgets, and control costs while maintaining quality
• Lead, coach, and develop a team of Partner Success professionals.
• Establish clear goals, priorities, and performance expectations.
• Provide ongoing mentoring and career development support.
• Foster a culture of accountability, collaboration, customer focus, and continuous improvement.
• Build team capability and promote sharing of best practices across programs and customers.
• Drive process improvements that enhance customer experience and delivery effectiveness.
• Partner with cross-functional leaders to improve communication, coordination, and execution.
• Identify and mitigate delivery, customer, and operational risks.
• Develop and implement scalable practices that improve consistency across the Partner Success organization.

Skills

Leadership

Program management

Communication

Relationship management

Stakeholder management

Negotiation

Presentation skills

Education

Bachelor's degree or equivalent combination of education and experience

Job description

Pearson is seeking a Manager, Partner Success to lead a team supporting state, district, and school partners throughout the assessment lifecycle, ensuring successful delivery of programs and services.

Working with Program Delivery, Product, Technology, Measurement, Operations, and Customer Support, the Manager translates priorities into actionable plans, coaches team members, and serves as a key escalation point.