Team Manager, Customer Success – Higher Education

Job description

The Team Manager, Customer Success will lead a team of Customer Success Specialists (CSS) and serves as a critical member of the Pearson Customer Success leadership team. This role is dedicated to protecting the base of existing customers by retaining and renewing business through deep partnership with Higher Education educators. As an outcome-based leader, you are responsible for ensuring your team drives revenue retention not just through reactive support, but by ensuring value realization. You will coach your team to anticipate the needs of the educator, providing a proactive engagement model that ensures a seamless, frictionless experience with our products and platforms. The Team Manager reports directly to the Head of Customer Success. Impact You Will Make in This Role Lead and Develop a High-Performing Team: Build, manage, and mentor a team of CSSs who support Higher Education customers, providing the ongoing coaching, feedback, and development necessary to help your team deliver exceptional customer outcomes. Protect and Grow the Revenue Base: Drive the strategy for revenue retention by overseeing your team’s portfolio and ensuring a proactive approach to renewals in partne...