Lead, Customer Success

About the job

• In the market, this role is commonly referred to as a Director, School Administrator or Superintendent. *

At Pearson, our purpose is simple; to add life to a lifetime of learning. We envision a future where everyone can realize the life they imagine through learning. To achieve this, we create vibrant and enriching learning experiences designed for real-life impact.

For over 20 years, Pearson Virtual Schools has been reimagining K-12 education with full-time virtual schools for students who want a personalized, more flexible approach to learning. Our flagship products and services include Connections Academy, US-based online public charter schools; Pearson Online Academy, a global online private school; and Pearson Connexus, our comprehensive online school program for school districts nationwide.

The following description is intended to describe the general nature of the job that may include other duties as assumed or assigned; it is not intended to be all-inclusive or limit the duties of the position.

Purpose Summary The Customer Success Lead at Pearson is a school partner responsible for maintaining school board, authorizer, and district relationships critical to the Pearson Virtual School business. They serve as the primary liaison between these customer roles and internal teams. They develop and manage strategic account plans, coordinate cross-functional teams for alignment, and monitor key outcomes and solutions. Additionally, they oversee program execution, ensuring consistent program quality and compliance, while driving financial performance and innovation within the company. Their role includes addressing client concerns swiftly and managing risks through effective strategies.

Core Tasks And Responsibilities Cultivate and maintain customer relationships to expand and enhance account performance.

• Develop and maintain strong, long-term relationships with key clients and stakeholders by serving as the primary liaison between them and internal teams.
• Understand and respond to customer needs to ensure satisfaction and retention, while continuously engaging with clients to support loyalty and identify partnership opportunities.
• Manage and resolve client-related conflicts diplomatically, fostering a culture of teamwork and effective communication within the account management team.
• Actively identify areas of risk and develop mitigation strategies to ensure the longevity of each customer, handling timely issue resolution and ensuring high responsiveness to client concerns.