Specialist, Customer Success

Pearson•United States,

About The Position

The Specialist, Customer Success is the Customer Success Manager (CSM) responsible for driving adoption, engagement, retention, and growth for Growth accounts in our ELS business. This role manages a portfolio of customers who have completed implementation and are actively using one or more Pearson products, primarily Credly, with a focus on deepening product usage, identifying expansion opportunities, and supporting upsell motions in partnership with Sales and Customer Success leadership. The Specialist plays a key role in ensuring customers continue to realize value while positioning accounts for renewal and growth over time. You will execute structured, repeatable success motions that reinforce product usage, support key milestones, and proactively address adoption risks. This role is ideal for a detail‑oriented executor who thrives in managing multiple customer relationships, follows defined success playbooks, and consistently delivers high‑quality customer experiences at scale.

Requirements

Proven experience in Customer Success, Account Management, Onboarding, or a related customer‑facing role within SaaS or technology environments.
Ability to manage a portfolio of customer accounts with strong organization, prioritization, and follow‑through.
Experience executing structured customer engagement or lifecycle programs.
Strong communication skills with confidence engaging a range of customer stakeholders.
Detail‑oriented mindset with commitment to accurate documentation and consistent execution.
Technical aptitude and ability to translate product functionality into clear, actionable guidance for customers.

Nice To Haves

Familiarity with Salesforce, Catalyst, or other CRM and Customer Success platforms preferred.

Responsibilities

Manage a portfolio of Growth accounts post‑onboarding, focused initially on Credly, using defined Customer Success playbooks and engagement frameworks.
Support customers through early‑to‑mid lifecycle adoption by reinforcing best practices, key use cases, and product value aligned to customer goals.
Conduct structured customer touchpoints (check‑ins, enablement sessions, adoption reviews, business reviews, etc) to ensure continued progress and engagement.
Monitor product usage, engagement signals, and health indicators to identify risks and take proactive action.
Address common customer questions and challenges, escalating more complex issues cross‑functional partners (Support, Engineering, etc) as needed.
Partner with Sales, Support, Product, and Customer Enablement to ensure consistent execution across the customer lifecycle.
Maintain accurate account documentation, activity tracking, and health updates within CRM and Customer Success systems.
Support renewal readiness by ensuring customers are actively using the product and clearly understand the value they are receiving.