Job at a glance
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