Job Title - Lead, Client Partner

DESCRIPTION

Shape Pearson's global Account Management capability, defining the frameworks, standards and operating model that help institutions successfully adopt, realise value from and renew Pearson's digital learning solutions. Comparable market titles for this opportunity may include Global Head of Account Management, Head of Customer Success, Director of Customer Success, Strategic Accounts Director, Senior Director of Account Management, Director of Strategic Accounts, Global Customer Success Leader, Head of Client Success, Customer Experience Director, Post-Sales Transformation Lead, Director of Customer Retention & Growth, or Enterprise Account Management Director.

LOCATION & WORKING PATTERN

• Remote role based in the UK or another approved EMEA location.
• No regular office requirement. UK-based colleagues may utilise Pearson offices where practical.
• Customer travel is expected and will form a regular part of the role.
• Working patterns may vary depending on customer and business requirements, with a combination of virtual engagement and face-to-face meetings.
• Exact location eligibility and expected travel requirements will be confirmed during the recruitment process.

ABOUT THE ROLE

Pearson is building a consistent global Account Management capability for International Higher Education.

As Lead, Client Partner, you will own the frameworks, standards, operating model and ways of working that turn signed contracts into strong onboarding, adoption, measurable value, renewal readiness and sustainable expansion.

This is a senior leadership role combining capability building, customer strategy and people leadership. You will directly lead Customer Delivery Managers while providing functional leadership across Strategic Account Managers embedded within regional sales teams.

Your impact will come through creating clarity, driving consistency and implementing practical operating models that work across a diverse international business. You will help establish a repeatable, scalable customer experience that strengthens customer outcomes, improves retention and creates opportunities for long-term growth.

Joining at a formative stage of Pearson's evolution, you will have the opportunity to build processes, establish governance disciplines and shape a global capability that supports institutions throughout their partnership with Pearson.

WHAT YOU WILL DO

Lead the Global Account Management Capability

• Define and scale global Account Management role expectations, competency frameworks and operating standards.
• Create playbooks, governance models and best-practice frameworks that drive consistency across regions.
• Develop team operating rhythms, customer engagement standards and success measures.
• Build scalable models that support onboarding, adoption, value realisation and renewal readiness.

Lead & Develop High-Performing Teams

• Lead, coach and develop Customer Delivery Managers.
• Set clear objectives, expectations and performance standards.
• Foster a culture of accountability, collaboration and customer focus.
• Support Strategic Account Managers through functional leadership and capability development.

Drive Customer Outcomes & Renewals

• Own the post-contract customer lifecycle from sales handover through onboarding, adoption, engagement, value realisation and renewal.
• Establish and maintain a comprehensive account-health framework.
• Strengthen customer governance, success planning and executive engagement approaches.
• Improve renewal readiness through customer evidence packs, value narratives and success metrics.
• Identify and support appropriate within-contract growth opportunities.

Partner Across Pearson

• Collaborate closely with Sales, Product, Marketing, Customer Success, Implementation Delivery, RevOps and Enablement teams.
• Ensure alignment across the customer lifecycle.
• Act as an escalation point for complex customer situations, renewal risks and competitive threats.
• Share customer insight to inform product, commercial and strategic decision-making.

Influence Strategic Direction

• Represent Account Management within central leadership forums.
• Provide executive insight into customer outcomes, engagement trends, renewal health and portfolio performance.
• Help shape Pearson's approach to customer success and long-term customer value creation.

WHY THIS ROLE MATTERS

This role enables acquisition-focused sales teams to continue growing new business while dedicated account teams nurture strategic institutional relationships after contract signature.

The successful candidate will play a critical role in creating a consistent customer experience, improving retention, driving adoption and ensuring customers realise measurable value from their investment in Pearson solutions.

WHAT WE ARE LOOKING FOR

Essential Experience

• Significant leadership experience across Account Management, Customer Success, Strategic Accounts, Post-Sales or Customer Delivery functions.
• Experience leading multi-regional or international teams.
• Proven success designing and embedding customer-facing operating models, standards and playbooks at scale.
• Strong track record of leading through influence within matrix organisations.
• Experience developing customer lifecycle strategies that improve adoption, retention and renewal outcomes.

Knowledge & Skills

• Deep understanding of customer adoption, value realisation, retention, renewal readiness and account growth.
• Experience building Account Management systems, frameworks and governance disciplines.
• Strong commercial acumen and confidence using CRM platforms, customer analytics and forecasting tools.
• Excellent executive communication and stakeholder management skills.
• Ability to influence senior leaders and align diverse teams around common goals.
• Structured, pragmatic and solution-oriented approach to complex business challenges.
• Strong planning, organisation and prioritisation capabilities.
• Comfortable working within global, matrixed environments.
• Digital confidence across technology products and customer success platforms without needing to be a technical specialist.
• The judgement to challenge constructively, make decisions and bring recommendations rather than waiting for detailed direction.

Desirable

• Experience within Higher Education, Education Technology, SaaS or digital learning environments.
• Knowledge of customer success technologies and account-health methodologies.
• Experience leading transformation or capability-building initiatives.
• Familiarity with strategic account planning and enterprise customer engagement models.

WHY JOIN PEARSON?

At Pearson, we're committed to helping learners realise the life they imagine through learning.

This is a unique opportunity to build and lead a global post-sales capability, shape the future of Account Management within International Higher Education and create lasting impact for institutions, educators and learners around the world.

You'll have the opportunity to influence strategy on a global scale, develop high-performing teams, strengthen customer partnerships and help shape how Pearson delivers long-term value for customers across the higher education sector.