Manager Customer Success - ( 2108012 )
We are the world's learning company with more than 24,000
employees operating in 70 countries. We combine world-class
educational content and assessment,powered by services and
technology, to enable more effective teaching and personalized
learning at scale. We believe that wherever learning flourishes so
The Director of Customer Success is seeking a Manager of
Customer Success- Strategic Accounts Team. This is an opportunity
for a driven, goal-oriented, high performing and customer focused
leader. This key role will lead a team of Customer Success
Representatives to achieve annual retention and up-usage goals on a
digital subscription base of approximately 1.35 million users. The
Manager will set goals and report on progress to achieve them. They
will inspire and coach to high performance and quality engagements
that reduce churn, drive retention and expansion, and result in
industry leading NPS and CSAT scores. The Manager must be hands-on
and engage regularly with customers, modeling the right behaviors
and actions to drive usage, success and retention.
They will be proficient at navigating matrixed organizations and
cross-functional teams, and be able to forge strong partnerships
with sales leaders, professional services, and product managers
working in unison to meet Time to Onboard and Time to Value goals.
The Manager must also be a dynamic change leader able to scale and
mature their part of Customer Success and ensure they recruit, hire
and develop Customer Success Reps who are highly competent with
Pearson digital solutions, distribution, access and delivery
The right candidate knows how to set vision, motivate others,
and roll up their sleeves. They embrace change, technology, and
thrive in a fast paced, agile environment. They are as comfortable
talking with a system engineers and administrators as they are end
users. They are passionate about customer relationships, and
understand the role of Customer Success and the value and
responsibility to a SaaS company.
Manage the achievement of engagement, retention, and up-selling
targets across team's digital registration base; Use quantitative
and qualitative data to inform reporting, critical thinking and
Ensure Customer Success Representatives are trained and skilled
to deliver quality customer engagements in line with tiered service
level offerings to drive usage, success, and retention.
Attract, develop, and retain top-talent; Coach to
high-performance through goal setting and regular one-on-one
performance assessment; Manage team annual review process on time
and in scope with HR policy.
Create a high-performing, positive and collaborative team
culture with the customer firmly at the center of everything.
Work successfully across the matrix organization within Sales
and Services, collaborating within cross-functional teams of peers
Contribute to staffing and territory alignment plans, target
setting, and business planning.
Stay informed of Product roadmaps and release and implications
to Customer Success; Inform roadmaps and releases with customer
feedback as surfaced via Customer Success engagements.
- Report monthly on people and progress to goals.
The anticipated starting salary range for Colorado-based
candidates expressing interest in this position is $80K-$85K. This
position is eligible to participate in an annual incentive
program.Benefits available to eligible employees can be seen at:
Pearson is an Equal Opportunity and Affirmative Action Employer
and a member of E-Verify. All qualified applicants, including
minorities, women, protected veterans, and individuals with
disabilities are encouraged to apply.
Qualifications and Skills
Bachelor's degree from accredited institution required; MBA or
related advanced business degree desired.
At least 3 years of strong performance in a managing major
accounts, department or institution level negotiation and
solutioning, within an account management or customer success team;
direct people management or supervision experience preferred.
Demonstrated understanding of the value of Customer Success
within a SaaS organization, understanding the link between great
customer experiences and business success.
Demonstrated ability to identify, measure, and drive high
performing teams through setting and exceeding goals; a confident
change leader and people motivator.
Experience selling or servicing technology solutions in a
customer-facing capacity; adept at learning and leading with
Technical knowledge to successfully navigate, and bridge
customers to, system networks, system architecture, and
integrations via APIs and LTIs.
- Understanding of the education technology industry, competitive
factors, current and future challenges preferred.
Primary Location : US-RE-Remote
Work Locations :
Job : Sales
Organization : North America
Employee Status : Regular Employee
Job Type : Standard
Job Level : Manager
Shift : Day Job
Job Posting : Jun 7, 2021
Job Unposting : Ongoing
Schedule: : Full-time Regular
Req ID: 2108012