Advanced Specialist, Customer Success

Pearson

10h•$80,000 - $95,000

About The Position

The Advanced Specialist, Customer Success (Onboarding) serves as an Onboarding Manager responsible for leading outcome-driven onboarding engagements, including Enterprise-level customers. This role ensures customers achieve early value through structured implementation, clear milestone tracking, and strong stakeholder alignment. Primary onboarding responsibilities will focus on Credly by Pearson, with scope expanding to additional Pearson products over time. You will translate customer business objectives into actionable onboarding plans, coordinate cross-functional execution, and guide customers through complex implementations with clarity and confidence. This role requires strong project management, executive-ready communication, and the ability to navigate multi-stakeholder environments while accelerating time-to-value.

Requirements

3+ years of experience in Customer Onboarding, Implementation, Customer Success, or Project Management within SaaS, EdTech, or enterprise technology environments.
Experience leading complex or Enterprise-level onboarding engagements with multiple stakeholders.
Strong project management skills with the ability to manage multiple implementations.
Ability to align product usage with business outcomes and measurable value.
Executive-ready communication skills and able to facilitate structured customer meetings with confidence.
Strong organizational and documentation skills with attention to detail and follow-through.
Ability to simplify complex concepts into actionable steps.

Nice To Haves

Experience using Salesforce, Catalyst, or other CRM and Customer Success platforms preferred.

Responsibilities

Own the end-to-end onboarding experience for new customers, focused initially on Credly, including complex Enterprise implementations with multiple stakeholders and use cases.
Translate customer business objectives into structured onboarding plans that include defined milestones and success metrics.
Lead kickoff meetings and checkpoints to ensure clarity and accountability.
Deliver tailored training and enablement programs aligned to customer roles, governance structures, and product configurations.
Monitor product usage, adoption milestones, and onboarding KPIs to proactively identify risks and drive corrective action.
Coordinate cross-functional teams (Sales, Product, Engineering, Support, and Customer Success) to ensure smooth delivery and issue resolution.
Document all onboarding progress, value milestones, and transition criteria to support a seamless handoff to the long-term Customer Success Manager.
Contribute insights and feedback to improve onboarding processes, documentation, and scalable enablement assets.
Continuously evolve onboarding and enablement programs based on customer feedback, product updates, and industry best practices.

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