Team Manager, Customer Success

About the role

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.

Responsibilities

• Team Leadership & Development
• Lead, coach, and develop a team of District Partner Success professionals
• 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
• 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
• Maintain 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 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