Customer Success Manager

About the Role

As an Enterprise Customer Success Manager, you will play a pivotal role in driving the

success of Pearson’s most strategic enterprise partnerships. You will be responsible for

ensuring adoption, engagement, and measurable impact of Pearson’s English Language

Learning solutions, primarily through the Versant and Mondly platforms, across global

learning and talent development ecosystems.

This role requires a strategic mindset, deep expertise in enterprise customer success, and

the ability to navigate complex stakeholder environments. You will collaborate cross-

functionally with Sales, Delivery, Product, and Marketing teams to deliver exceptional

value and outcomes, while identifying opportunities to expand and evolve each

partnership.

Key Responsibilities

Strategic Partnership Management

• Serve as the primary Customer Success contact for strategic enterprise customers.

• Build trusted relationships across learning, HR, and business units to ensure

alignment with customer goals and priorities.

Customer Onboarding & Adoption

• Partner with the Delivery team to ensure a seamless onboarding experience.

• Drive adoption of Versant and Mondly platforms across global teams, ensuring high

engagement and utilization.

Program Optimization & Expansion

• Guide customers in optimizing their digital assessment and learning strategies

using Pearson’s ecosystem.

• Identify opportunities for program expansion, innovation, and deeper integration

into customer workflows.

Customer Advocacy & Feedback Loop• Act as the customer’s advocate within Pearson, capturing feedback, surfacing

challenges, and ensuring timely resolution.

• Provide strategic insights to influence product development and roadmap

decisions.

Success Planning & Health Monitoring

• Develop and maintain Success & Growth Plans tailored to each customer’s goals.

• Monitor customer health using internal tools, proactively addressing risks and

ensuring high satisfaction.

Renewal & Growth Enablement

• Collaborate with Sales to support renewal and expansion efforts.

• Identify upsell opportunities by aligning Pearson’s evolving solutions with customer

needs.

Cross-Functional Collaboration

• Work closely with internal teams to ensure customer success is supported across

all touchpoints—from technical support to executive engagement.

• Partner with the Support team to ensure customers receive timely guidance and

resolution during escalations and maintain a consistent feedback loop for

continuous improvement.

What You Bring

• Proven experience in Customer Success, preferably supporting enterprise-level

clients.

• Experience managing strategic accounts in tech, learning, or HR environments.

• Strong understanding of digital learning, assessment, workforce development, and

enterprise learning ecosystems.

• Exceptional relationship-building, communication, and project management skills.

• Ability to navigate complex organizations and influence stakeholders at all levels.

• Data-driven mindset with experience using customer success platforms.

• Comfortable working in a fast-paced, evolving environment with a high degree of

autonomy.