Specialist, Customer Success

Pearson•United States,

12h•$55,000 - $70,000•Remote

About The Position

At Pearson, we are committed to a world that is always learning and to the people who make that possible. From foundational learning through career advancement, we help learners build the skills and confidence they need to thrive in a rapidly changing economy. We are reimagining how education and workforce readiness come together, creating innovative solutions that help institutions expand access, improve outcomes, and better serve learners across every stage of life. We are seeking a proactive and empathetic Customer Success Manager (CSM) to drive the success of our K–12 school district and institutional clients throughout their journey with eDynamic Learning and Certiport. The CSM works with our customers developing, managing, and adapting customized success strategies for each client, determining the appropriate level of engagement, pace of onboarding, and escalation path. As a CSM, you will serve as the primary decision-maker on post sales client strategy, coordinating cross-functionally with Sales, Product, and Support teams to deliver a high-impact customer experience. You will function as a trusted partner to clients, evaluating risk, identifying opportunities, and making decisions that deliver and outstanding customer experience.

Requirements

Bachelor’s degree in Education, Business, or a related field required.
3–5 years of experience in customer success, client services, or account management—preferably in EdTech, SaaS, or education sectors.
Experience supporting K–12, higher education, or corporate learning environments strongly preferred.
Familiarity with CTE, career readiness, or certification programs a plus.
Exceptional communication and interpersonal skills with a strong client-first mentality.
Demonstrated ability to manage multiple customer relationships and projects simultaneously, with composure and follow-through.
Sound judgment: ability to read a situation and decide when to escalate, when to adapt, and when to hold the line, without waiting to be told.
High proficiency in CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot).
Technologically fluent and quick to learn new platforms and systems, including exam delivery tools and learning management platforms.
Analytical mindset: ability to interpret usage data and engagement signals and translate them into meaningful customer conversations.
A curious, positive-intent mindset—eager to explore, understand, and continuously improve.

Responsibilities

Lead and execute the end-to-end onboarding process for new school districts, institutions, and enterprise clients managing judgement on scope, pace, and client readiness.
Set clear expectations, timelines, and deliverables with customers to ensure a smooth rollout of platforms and services aligned to customer goals.
Create success plans and make real time decisions in collaboration with Sales, Implementation, and Product teams to ensure technical readiness and effective knowledge transfer.
Exercise judgment on onboarding pace and depth based on customer readiness, prior experience, and urgency of customer outcomes.
Serve as the primary post-sale point of contact, providing white-glove service and acting as the voice of the customer internally.
Build trusted relationships with educators, site administrators, and district leaders, adapting communication style and engagement approach to each stakeholder.
Proactively identify, assess, and resolve customer risks and barriers, making independent decisions on the appropriate course of action before issues escalate.
Monitor and analyze usage patterns, satisfaction metrics, and engagement signals to identify risks and decide on intervention strategy.
Conduct check-ins at key lifecycle moments—zero usage, mid-semester, end-of-semester, and pre-testing—calibrating outreach to what each unique customer actually needs.
Independently surface expansion opportunities, partnering with Sales on renewals and growth by positioning value and identifying unmet needs.
Act as primary decision maker by coordinating across Sales, Sales Operations, Product, Technical Support, and Legal teams to resolve customer issues and keep the customer journey moving forward.
Maintain accurate, up-to-date records in CRM (OneCRM/Salesforce), including tasks, outreach, and customer context.
Own the client relationship throughout any internal coordination, maintaining accountability for outcomes rather than deferring ownership to other teams.