Lead Specialist, Customer Success

Pearson•United States,

6d•$80,000 - $110,000•Remote

About The Position

Pearson is a leading learning company dedicated to helping individuals of all ages make progress through education. The Career Ready team within Pearson focuses on equipping K12 students with the skills, credentials, and direction needed for real careers. This is a growing, entrepreneurial team operating with the support of a global company, building innovative products that will significantly impact career readiness education for hundreds of thousands of students. The role offers ownership, scope, and meaningful work, with opportunities to shape both the product and the team. The Implementation Manager serves as the primary point of contact for school districts from the initial contract signing through sustained product usage. This role is responsible for ensuring both technical setup and user confidence, supporting everyone from district administrators to teachers. As the implementation practice is in its early stages, the candidate will play a key role in building the infrastructure for scalable customer experiences, including playbooks, onboarding guides, training materials, documentation, and support resources. This is a foundational position within a team poised for growth alongside the product and customer base. The ideal candidate possesses strong project management skills, a genuine interest in education, the ability to engage with diverse stakeholders (from IT administrators to CTE directors), and is motivated by the challenge of building from the ground up.

Requirements

3+ years of experience in implementation, customer success, project management, or a comparable client-facing role, preferably in K12 EdTech or education services.
Demonstrated ability to manage multiple complex projects simultaneously across different clients, timelines, and configurations.
Experience developing or significantly improving customer-facing documentation, training materials, or enablement resources.
Ability to communicate clearly across a wide range of audiences, from district IT staff to classroom educators, in both written and verbal form.
Strong process-building instincts and the organizational discipline to create consistency across a varied and growing client portfolio.
Comfort operating in an early-stage environment where structure is still being built and the ability to create clarity from ambiguity is as important as executing against a defined playbook.
Experience with Salesforce or a comparable CRM platform.

Nice To Haves

Direct experience working with K12 school districts, CTE programs, or college and career readiness initiatives.
Familiarity with industry-recognized credentialing, digital courseware, or career pathways frameworks.
Experience coordinating technical onboarding requirements such as SSO configuration or data integrations with district IT teams.
Background in creating structured learning or enablement content for diverse user audiences.

Responsibilities

Own the district experience from contract to adoption through implementation and onboarding.
Manage the end-to-end implementation process for a portfolio of school district accounts, from signed contract through initial platform adoption.
Lead kickoff calls and project planning sessions with district stakeholders, establishing clear ownership, timelines, and success criteria.
Build phased implementation plans tailored to each district's configuration needs, grade levels served, and relevant state CTE or career readiness requirements.
Coordinate technical setup with district IT staff, including data integration, SSO configuration, and roster management.
Deliver role-specific training for administrators, CTE directors, and teachers, adapted to each district's context and pace.
Build the foundational implementation playbook: a repeatable, scalable process for onboarding new districts.
Develop a library of customer-facing resources, including onboarding guides, product reference materials, training decks, quick-start guides, and administrator how-to documentation.
Create role-specific enablement materials for each district user type.
Build internal-facing resources for the Customer Success team, including handoff templates, implementation checklists, escalation frameworks, and account review guides.
Maintain and update all materials as the product evolves.
Serve as the primary ongoing contact for each district in your portfolio, maintaining regular check-ins and proactive outreach.
Monitor platform adoption across accounts, identify gaps early, and develop targeted plans to address them.
Communicate product updates and new features to district contacts.
Triage and escalate technical issues or support needs to internal teams, and follow through until each issue is resolved.
Document account status, action items, and milestones in Salesforce to maintain shared visibility.
Translate district feedback and implementation patterns into actionable input for Product and GTM teams.
Partner with Product to surface implementation patterns, district feedback, and feature gaps that inform the platform roadmap.
Contribute to process improvement across Customer Success as the team and product scale.