Specialist, Customer Success
About The Position
Pearson’s Assessment for Learning Suite (PALS) is a portfolio of K-12 school assessment solutions, and the Partner Success team supports successful implementation of these products. The Specialist, Customer Success owns a portfolio of midsize and large school district accounts and serves as their primary partner for implementation and ongoing success across PALS products. The role builds strong relationships, drives adoption and value, identifies risks early, and helps partners achieve outcomes that support retention and renewal. The position develops partner success plans, facilitates onboarding, monitors account health, supports accounts at risk, and delivers business reviews. It also collaborates across Pearson School Assessment and uses product data to provide actionable insights. The team is building systems and practices for long-term scale, and the successful candidate will contribute ideas and practical problem-solving to improve partner success. The position is remote-first and may require travel of up to 30%.
Requirements
- Demonstrated use of formative, interim, or screener/MTSS assessment data to impact student outcomes at the classroom, school, or district level.
- Commitment to getting it right rather than being right, with low ego and high agency.
- Appreciation for the full customer journey and cross-team collaboration.
- Strong personal organization and time management skills.
- Exceptional warmth and relationship-building skills.
- Ability to communicate with customers in a world-class manner that nurtures value, joy, and loyalty while protecting Pearson’s business interests.
- Willingness to travel as needed, up to 30%.
Nice To Haves
- Experience in EdTech, Customer Success, and/or K-12 education.
- Familiarity with Salesforce and Microsoft O365 Suite.
- Understanding of assessment measurement models.
- Location in the Central US region is preferred.
Responsibilities
- Develop a Success Plan for each partner, aligning implementation milestones with the account’s instructional, assessment, and technology priorities.
- Facilitate onboarding activities before go-live, communicating proactively with accounts and Pearson teams to complete adoption milestones.
- Use data systems and communication cadences to monitor account health, drive adoption and value, reduce churn, and build brand loyalty.
- Engage at-risk or disengaged accounts in recovery strategies to strengthen partnership, adoption, and account health.
- Prepare and deliver business reviews connecting product usage and implementation progress to partner goals, while identifying opportunities to improve value and customer experience.
- Collaborate with Product, Technology, Marketing, Sales, Professional Development, and Support to ensure a seamless customer journey.
- Contribute to cross-functional feedback loops that strengthen Pearson’s business and customer experience.
- Translate product usage and impact data into actionable insights and meaningful stories grounded in partner goals and strategy.
- Focus on systems and scalability to optimize the partner experience, business efficiency, and industry leadership.
Benefits
- Medical, dental, and vision benefits.
- 401K.
- Stock options.
- Parental leave.
- Education reimbursement.
- Wellness resources.
- Strong coaching relationship with the manager and robust development support.
- Opportunities to contribute and lead as the team matures.
- A culture prioritizing operational excellence, impact, and fun.
- Remote-first flexibility.
- Eligibility for Pearson’s annual incentive program.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
