Job Information
Pearson Team Manager, Customer Success in Olympia, Washington
Manager, Customer Success
About the Role
We are seeking a strategic and people-focused Team Manager, Customer Successto lead a team of Customer Success Managers supporting K–12 school district customers. This role is responsible for ensuring successful onboarding, adoption, and ongoing customer success, while building a scalable and high-performing Customer Success function.
The Manager will oversee team execution, drive consistency in the customer journey, and partner cross-functionally with Sales, Sales Operations, Product, Technology, and Support teams to deliver a high-impact customer experience. This role requires strong change management capabilities, as the organization evolves its go-to-market approach and post-sales operating model.
This role is ideal for a leader who can operate both strategically and tactically—someone who is comfortable diving into the details of day-to-day customer workflows, identifying patterns and gaps, and translating those insights into scalable strategy. You will be expected to connect the dots across teams, systems, and processes to ensure the customer experience is cohesive, consistent, and aligned to business goals.
You will ensure your team is positioned to help customers unlock value, navigate change, and achieve success from day one, while continuously improving how the organization delivers that experience at scale.
Key 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
Education & Experience
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
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
Skills & Attributes
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
Compensation at Pearson is influenced by factors including skill set, experience, and location.
The full-time salary range for this role is $90,000 - $110,000.
This position is eligible for Pearson’s annual incentive program. Information on benefits can be found here.
Applications will be accepted through 4/24/26. This window may be extended depending on business needs.
Who we are:
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
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 TalentExperienceGlobalTeam@grp.pearson.com.
Job: Customer Success
Job Family: GO_TO_MARKET
Organization: Higher Education
Schedule: FULL_TIME
Workplace Type: Remote
Req ID: 23847
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