Team Manager, Customer Success

Pearson; Olympia (WA); On-site; USD 120,000 - 130,000; Full time

Job summary

Pearson is seeking a Team Manager, Customer Success to oversee the onboarding, implementation, and ongoing partnership of the PALS solutions across K-12 districts. The role ensures strong adoption, retention, and measurable impact, while coordinating across Sales, Product, and Customer Support for a seamless post-sale experience.

You will lead a District Partner Success team, drive customer satisfaction, and develop scalable processes to accelerate time-to-value and long-term growth.

Qualifications

• 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.
• Data-driven approach to decision‑making and problem‑solving.
• Strong leadership, communication, and stakeholder management skills.

Responsibilities

• Lead, coach, and develop a team of District Partner Success professionals.
• Oversee post-sale customer experience from onboarding through renewal.
• Design scalable onboarding processes and implementation playbooks.
• Monitor account health, adoption, and engagement metrics to drive retention.

Skills

5+ years experience in CS/ACM roles

2+ years people management

K-12 education/EdTech experience

Leadership, communication, stakeholder

Data-driven decision making

Tools

Salesforce

Job description

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.

Key Responsibilities

Team Leadership & Development

• 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

Customer Success & Partnership Management

• 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

Onboarding & Implementation Excellence

• 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)

Data & Performance Management

• 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

Cross‑Functional Collaboration

• 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

Revenue Retention & Growth Support

• 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

Process Improvement & Scalability

• Design and implement scalable processes to support growth
• Reduce manual work through improved systems and workflows
• Ensure clear documentation of processes, roles, and responsibilities

Qualifications Experience & Skills

Required

• 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

Preferred

• 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

Key Performance Indicators (KPIs)

• 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

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 and $130,000.

This position is eligible to participate in an annual incentive program, and information on benefits offered is here.

Equal Opportunity

Pearson is an Equal Opportunity Employer and a member of E‑Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [e-mail].