Customer Success Operations Manager

As Customer Operations Manager (COM), you play a crucial role in ensuring our customers achieve success with Pearson’s WFS products by collecting, managing and analyzing data to improve customer success operational efficiency and effectiveness. Your focus will be creating strategic programs that accelerate customer adoption of our products, tracking their success, and managing the operational needs of the Customer Success team while contributing to a culture of operational excellence.  

The person in this role will be involved in:

Customer Success Organization  

• Create and maintain dashboards, views, and reports allowing insights to team performance and impact against our objectives. 
• Leverage AI to elevate post-sales customer experience and help customers adopt their solutions while improving customer success effectiveness and efficiency. 
• Analyze data, recommend improvements, and communicate efficiency and effectiveness of CS operations to CS leadership. 

Process  

• Provide strategic direction on leveraging systems and tools to drive the business reporting and insights, regularly collect feedback from CS leaders and update playbooks and reporting as processes change. 
• Standardize customer journey across all customer types, automating wherever possible. 
• Ongoing communication, enablement, and governance of existing and new processes that impact CS organization, customers, and cross-functional partners (sales, product, marketing, finance) 
• Coordinate with the Implementation team to ensure a seamless transition from Sales to Implementation and from Implementation to Success. 
• Continuously improve existing low and high touch motions, journeys, and calls to action based on customer segment.  

Systems  

• Manage our Customer Success Platform, including data management, building playbooks, dashboards, and training material. 
• Connect external systems and data sources to CRM tool with vision of creating a single source truth for the Customer Success organization. 
• Establish the basis for AI, develop content libraries that can be aligned with data.  
• Tech stack: Catalyst, Salesforce, Pendo, Zendesk, Productboard, Skilljar, Microsoft Office, Snowflake 

What Will Set You Up for Success: 

• A self-starter, you will have the opportunity to build this role and define new practices and processes. 
• Experimental, you love to a/b test new strategies to drive customer adoption.  
• Operationally minded, you enjoy finding new ways to improve inefficiencies and automate processes.  
• Data-driven, you love to look at the data to drive your decision-making processes. You are proficient in SQL and Python.  
• Passionate about innovating new customer experiences.  
• Creative, resourceful, detail-oriented, and well-organized. 
• Ability to embrace the mentality of continuous improvement and actively contribute to the team process and procedure. 
• Flexible and willing to adapt processes, workflows, and customer management in an ever-changing environment.  
• Are coachable and receptive to feedback.  
• Willing to grow with amazing people who laugh a lot, own our mistakes, strive to be better, are open to feedback, and help each other. 
• A commitment to helping learners achieve their goals. 
• Key projects may include: establishing a process for measuring playbook effectiveness, establishing a process to capture and maintain key contacts, evaluating customer health scores, optimizing the sales-handoff process, identifying and integrating data across platforms, developing and maintaining customer success process documentation. 

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows: 

The full-time salary range is between $90K-$100K.