Senior Manager Customer Service and Success

About Pearson

Pearson is the world's leading learning company, with expertise in educational courseware, assessment, and a range of teaching and learning services. Our purpose is to help everyone achieve their potential through learning. We believe that learning opens opportunities, creating fulfilling careers and better lives.

We value Diversity and Inclusion. We value the power of an inclusive culture, so we embed diversity and inclusion in everything we do. Pearson promotes a company culture where differences are embraced as strengths, opportunities are equal and accessible, consideration and respect are the norm, and all employees are given the chance to reach their full potential.

About the team

The International Customer Services & Success team are responsible for the design and delivery of support services across both B2B and D2C Higher Education customers covering 82 different countries.

We are dedicated to identifying, winning, and delivering excellence in services and products that support teaching and learning in on-campus, blended, or online environments.

Role overview:

We are looking for a dynamic and experienced Senior Manager to drive exceptional customer service across our international markets. In this role, you will be instrumental in optimising onboarding and technical support processes, leveraging customer insights to enhance service delivery, and collaborating with cross-functional teams to elevate the overall customer experience.

Success in this role requires a strategic leader who can build global capabilities at scale while adapting to regional nuances, ensuring a seamless experience for educators, administrators, and learners in the International Higher Education sector.

Key Responsibilities:

Customer Onboarding & Integration:

1. Establish a structured, globally consistent onboarding framework that ensures a smooth implementation of our digital products.
2. Collaborate with Sales, Product, and Technical teams to tailor onboarding processes based on institutional needs, ensuring seamless integration with existing learning management systems and IT infrastructures.
3. Standardise best practices for customer adoption, ensuring all users, from educators to learners, can maximize the value of our products.

Post-Onboarding Technical Support & Issue Resolution:

1. Partner with our North America Higher Education teams to lead a global support function that provides timely, efficient, and proactive technical assistance to learners and educators post-onboarding.
2. Establish and refine support escalation processes to ensure rapid resolution of technical issues and minimise disruptions to learning experiences.
3. Work closely with product and engineering teams to identify recurring technical challenges, advocating for system improvements that enhance overall product stability and performance.
4. Utilise automation, AI-driven support tools, and self-service resources to drive efficiency and reduce reliance on reactive human intervention.

Customer Insights & Continuous Improvement:

1. Analyse customer feedback, support trends, and usage data to identify pain points, inform product development, and drive continuous improvements in customer experience.
2. Develop and implement customer success metrics to measure satisfaction, adoption rates, and the effectiveness of support interventions.
3. Establish structured customer engagement programs, including user forums, focus groups, and customer advisory boards, to foster ongoing dialogue and strengthen relationships.

Global Consistency & Scalability:

1. Standardise and harmonise processes, policies, and training materials across all markets to ensure a consistent customer experience at scale.
2. Partner with regional teams to balance global consistency with localised needs, ensuring compliance with market-specific regulations and education policies.

Leadership & Cross-Functional Collaboration:

1. Serve as a key voice of the customer within IHE, influencing product roadmaps and operational strategies to enhance customer success.
2. Work closely with Sales, Marketing, and Product teams to drive customer retention, upsell opportunities, and long-term partnerships.

Qualifications & Experience:

1. 10+ years of experience in Customer Success, Technical Support, or a related field, preferably within the education technology or digital learning sector.
2. Strong track record of managing large-scale, global customer success operations in a complex, multi-regional environment.
3. Expertise in SaaS implementation, digital product onboarding, and enterprise-level customer engagement.
4. Deep understanding of education technology ecosystems, including LMS platforms, student information systems, and data integration best practices.
5. Proven ability to leverage customer insights and analytics to drive decision-making and process improvements.
6. Experience implementing AI-driven support tools, automation, and self-service solutions to enhance efficiency and scalability.
7. Exceptional leadership, communication, and stakeholder management skills, with a strong ability to influence at all levels of the organization.

Why Join Us?

1. Impact global education by enabling institutions to successfully adopt and optimize our digital solutions.
2. Work in a dynamic, innovative, and mission-driven organization committed to transforming learning experiences worldwide.
3. Lead a strategic function with significant influence on customer satisfaction, retention, and business growth.

If you are a customer success leader with a passion for education technology and a vision for delivering exceptional customer experiences at a global scale, we invite you to apply and be part of our journey.

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 Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All 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 strive for a workforce that reflects the diversity of our communities.

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 [email protected].

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Higher Education

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 18770