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- Tasks: Lead customer service excellence and optimise onboarding for global education solutions.
- Company: Join Pearson, the world's leading learning company dedicated to transforming education.
- Benefits: Enjoy a hybrid work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact in global education while working in a dynamic, inclusive culture.
- Qualifications: 10+ years in Customer Success or Technical Support, preferably in education technology.
- Other info: Be part of a diverse team that values inclusion and equal opportunity.
The predicted salary is between 48000 - 72000 £ per year.
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.
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: Establish a structured, globally consistent onboarding framework that ensures a smooth implementation of our digital products. 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. 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: 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. Establish and refine support escalation processes to ensure rapid resolution of technical issues and minimise disruptions to learning experiences. Work closely with product and engineering teams to identify recurring technical challenges, advocating for system improvements that enhance overall product stability and performance. Utilise automation, AI-driven support tools, and self-service resources to drive efficiency and reduce reliance on reactive human intervention.
- Customer Insights & Continuous Improvement: Analyse customer feedback, support trends, and usage data to identify pain points, inform product development, and drive continuous improvements in customer experience. Develop and implement customer success metrics to measure satisfaction, adoption rates, and the effectiveness of support interventions. Establish structured customer engagement programs, including user forums, focus groups, and customer advisory boards, to foster ongoing dialogue and strengthen relationships.
- Global Consistency & Scalability: Standardise and harmonise processes, policies, and training materials across all markets to ensure a consistent customer experience at scale. Partner with regional teams to balance global consistency with localised needs, ensuring compliance with market-specific regulations and education policies.
- Leadership & Cross-Functional Collaboration: Serve as a key voice of the customer within IHE, influencing product roadmaps and operational strategies to enhance customer success. Work closely with Sales, Marketing, and Product teams to drive customer retention, upsell opportunities, and long-term partnerships.
Qualifications & Experience:
- 10+ years of experience in Customer Success, Technical Support, or a related field, preferably within the education technology or digital learning sector.
- Strong track record of managing large-scale, global customer success operations in a complex, multi-regional environment.
- Expertise in SaaS implementation, digital product onboarding, and enterprise-level customer engagement.
- Deep understanding of education technology ecosystems, including LMS platforms, student information systems, and data integration best practices.
- Proven ability to leverage customer insights and analytics to drive decision-making and process improvements.
- Experience implementing AI-driven support tools, automation, and self-service solutions to enhance efficiency and scalability.
- Exceptional leadership, communication, and stakeholder management skills, with a strong ability to influence at all levels of the organization.
Why Join Us?
- Impact global education by enabling institutions to successfully adopt and optimize our digital solutions.
- Work in a dynamic, innovative, and mission-driven organization committed to transforming learning experiences worldwide.
- 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.
Senior Manager Customer Service and Success employer: Pearson
Contact Detail:
Pearson Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager Customer Service and Success
✨Tip Number 1
Familiarise yourself with Pearson's mission and values, especially their commitment to diversity and inclusion. This will help you align your approach and demonstrate how your personal values resonate with theirs during interviews.
✨Tip Number 2
Research the latest trends in customer success and education technology. Being knowledgeable about current challenges and innovations in the sector will allow you to speak confidently about how you can contribute to Pearson's goals.
✨Tip Number 3
Network with current or former employees of Pearson on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable for tailoring your approach.
✨Tip Number 4
Prepare specific examples from your past experience that showcase your ability to lead customer success initiatives and manage cross-functional teams. Highlighting these experiences will demonstrate your fit for the Senior Manager role.
We think you need these skills to ace Senior Manager Customer Service and Success
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Senior Manager Customer Service and Success position at Pearson. Make sure you understand the key responsibilities and qualifications required, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in customer success, technical support, or related fields. Use specific examples that demonstrate your ability to manage large-scale operations and drive customer satisfaction.
Showcase Leadership Skills: Since the role requires exceptional leadership and cross-functional collaboration, provide examples of how you've successfully led teams or projects in the past. Highlight your communication skills and ability to influence stakeholders.
Align with Company Values: Pearson values diversity and inclusion, so make sure to reflect these values in your application. Discuss how you have contributed to an inclusive culture in previous roles and how you plan to continue doing so at Pearson.
How to prepare for a job interview at Pearson
✨Understand the Company Culture
Before your interview, take some time to research Pearson's values and culture. They emphasise diversity and inclusion, so be prepared to discuss how you can contribute to an inclusive environment and share any relevant experiences.
✨Showcase Your Customer Success Experience
Highlight your previous experience in customer success or technical support, especially in the education technology sector. Be ready to provide specific examples of how you've optimised onboarding processes or resolved customer issues effectively.
✨Demonstrate Strategic Thinking
As a Senior Manager, you'll need to think strategically. Prepare to discuss how you would approach building global capabilities while adapting to regional nuances. Think about examples where you've successfully balanced global consistency with local needs.
✨Prepare for Cross-Functional Collaboration Questions
Since this role involves working closely with various teams, be ready to discuss your experience in cross-functional collaboration. Share examples of how you've influenced product roadmaps or operational strategies through effective communication and stakeholder management.
