Specialist, Customer Success (Higher Education)

Pearson

About The Position

This role is responsible for serving as a trusted partner to a dedicated book of business, driving adoption, engagement, and consistent revenue retention. In this position, you will manage the end-to-end customer journey, from initial adoption through the renewal cycle, ensuring our products and platforms deliver on their promise. By proactively solving courseware challenges and demonstrating ongoing value, you protect our revenue base and build deep-seated loyalty within your book of business. Your success is defined by your ability to navigate the academic cycle and anticipate educator needs, ensuring faculty and students realize the full potential of our technology, which facilitates account renewals and the successful continuation of our partnership.

Requirements

A bachelor’s degree is required for this role.
3+ years of experience in Customer Success, Account Management, or a related customer-facing role with a proven track record of driving customer satisfaction and contributing to long-term account retention.
A proven ability to protect and grow a base of business. You can demonstrate how your proactive engagement directly leads to revenue retention, risk mitigation, and long-term customer continuation.
The ability to build strong relationships with educators and present complex information in a clear, compelling manner.
A commitment to transparency and collaboration with internal partners. You will proactively keep Sales teams and other stakeholders informed of activity, risks and successes to ensure a unified strategy.
The ability to navigate organizational growth, process evolution, and the scaling of department operations.
A natural curiosity for software and the ability to quickly master new platforms to serve as a credible partner to faculty.
Proficiency in managing a book of business within a CRM or Customer Success Platform (e.g., Salesforce) and familiarity with the Higher Ed technical ecosystem, including Learning Management Systems (LMS).
A genuine passion for Higher Education and a commitment to helping customers achieve their goals.
Internal and External Relationship Management
Revenue and Retention Management
Problem-Solving and Critical Thinking
Effective Time and Portfolio Management

Responsibilities

Drive the retention strategy for your book of business by identifying and mitigating churn risk early. In close partnership with Sales, you will manage the end-to-end customer journey from initial onboarding through the renewal cycle and the successful continuation of the customer relationship.
Execute a proactive engagement model throughout the academic cycle while providing timely, responsive support to resolve instructor hurdles. You will ensure educators feel supported at every milestone, from initial setup through semester-end reviews.
Partner with faculty to move beyond basic “how-to” resolution, ensuring they realize the full potential and ROI of our tools. You will consult on best practices that demonstrate clear value within their specific course environments.
Develop deep platform expertise to consult with educators, translating complex features into actionable product solutions that prove our value and justify ongoing investment.
Collect and share educator feedback and success stories with internal teams to ensure our product evolution aligns with what drives long-term customer loyalty.
Simplify the educator’s journey by anticipating and resolving technical or platform-related hurdles, making our products a seamless and essential part of their curriculum.
Support additional department-wide initiatives and targeted projects as assigned to help meet organizational revenue goals and business priorities.