Specialist, Customer Success

About Us 

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. 

About the Role 

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.  

Key Responsibilities 

Onboarding & Implementation 

• 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. 

Customer Partnership & Advocacy 

• Serve as the primary post-sale point of contact, providing white-glove service and acting as the voice of the customer internally.