- Experience
- 3–5 yrs
- Salary
- USD 55,000 – USD 70,000 / year
- Openings
- 1
- Posted
- 4 weeks ago
- Work mode
- Work from home
- Education
- Bachelor’s degree
- Eligibility
- Candidates with a bachelor’s degree in Education, Business, or a related field and 3 to 5 years of relevant experience in customer success, client services, or account management may apply. Applicants with experience in K–12, higher education, corporate learning, EdTech, SaaS, or education-related…
- Resume
- Required to apply
Job description
About the Company
Pearson is focused on helping people keep learning across every stage of life. The company supports learners from foundational education through career growth by building tools and services that strengthen skills, confidence, access, and outcomes for institutions and learners.
Role Overview
This position is for a proactive and empathetic Customer Success Manager who will guide K–12 school district and institutional clients through their journey with eDynamic Learning and Certiport. The role centers on tailoring success plans for each customer, deciding how quickly onboarding should move, choosing the right engagement level, and determining when issues need escalation.
You will own the post-sale customer strategy and act as the main point of coordination across Sales, Product, Support, and other internal teams. The role calls for someone who can assess risk, identify growth opportunities, and make sound decisions that lead to a strong customer experience.
Onboarding and Implementation
- Run the full onboarding process for new school districts, institutions, and enterprise customers, making judgment calls on scope, speed, and readiness.
- Align expectations, timelines, and deliverables so platform and service launches support customer goals.
- Build success plans and make real-time decisions with Sales, Implementation, and Product teams to confirm technical readiness and transfer knowledge effectively.
- Adjust onboarding depth and pace based on customer preparedness, previous experience, and urgency of outcomes.
Customer Partnership and Advocacy
- Act as the main post-sale contact and deliver a high-touch experience while representing the customer internally.
- Develop strong working relationships with educators, site administrators, and district leaders, adapting communication to each audience.
- Spot customer risks and obstacles early, evaluate them, and take the right action before they turn into larger issues.
Adoption, Usage, and Growth
- Track usage trends, satisfaction data, and engagement indicators to identify risk and determine the best response.
- Lead check-ins at important stages such as no usage, mid-semester, end-of-semester, and pre-testing, tailoring outreach to actual customer needs.
- Identify expansion potential independently and work with Sales on renewals and growth by highlighting value and uncovering unmet needs.
Cross-Functional Coordination
- Coordinate with Sales, Sales Operations, Product, Technical Support, and Legal to solve customer issues and keep the customer journey moving.
- Keep CRM records current and complete, including tasks, outreach, and customer context in OneCRM/Salesforce.
- Retain ownership of the customer relationship during internal coordination and stay accountable for outcomes.
Education and Experience
A bachelor’s degree in Education, Business, or a related field is required. The ideal candidate has 3 to 5 years of experience in customer success, client services, or account management, ideally in EdTech, SaaS, or education. Experience with K–12, higher education, or corporate learning settings is strongly preferred, and familiarity with CTE, career readiness, or certification programs is an advantage.
Skills and Attributes
- Strong verbal and written communication skills with a customer-first mindset.
- Ability to manage several client relationships and projects at once while staying organized and reliable.
- Good judgment in knowing when to escalate, adapt, or hold firm without waiting for direction.
- Strong command of CRM and customer success tools such as Salesforce, Gainsight, or HubSpot.
- Comfort with technology and the ability to quickly learn new platforms, including exam delivery and learning management systems.
- Analytical ability to interpret usage and engagement data and turn it into useful customer conversations.
- Curious, constructive, and improvement-oriented approach to work.
Compensation and Benefits
The full-time annual salary for this role ranges from $55,000 to $70,000. Pay may vary based on skill set, experience, and location. The role is also eligible for Pearson’s annual incentive program. Benefits information is available through the company’s benefits resources.
Additional Information
Applications are being accepted until June 30, 2026, though that deadline may change depending on business needs. Pearson is an equal opportunity employer and participates in E-Verify. Employment decisions are made based on qualifications, merit, and business need. Qualified candidates are considered without regard to protected characteristics under applicable law, including veterans and individuals with disabilities.
If you have a disability and need a reasonable accommodation to access the careers site, you may request support by emailing TalentExperienceGlobalTeam@grp.pearson.com.
Job Details
Job family: Go-to-Market. Organization: Higher Education. Work schedule: Full-time. Workplace type: Remote.