Job Details

Enterprise Customer Success Manager

The Enterprise Customer Success Manager (CSM) role is critical to driving customer success within Pearson's Enterprise Learning Solutions division. As a CSM, your primary focus will be ensuring that our highest value customers using the Credly platform Pearson's end-to-end solution for creating, issuing, and managing digital credentials achieve their desired goals and outcomes. You will serve as a strategic partner to enterprise customers by building strong, trusted relationships with both clients and internal Pearson teams. Working closely with our sales and implementation team, you will ensure a seamless and effective customer handoff and onboarding experience. Leveraging your in-depth knowledge of Pearson's skills ecosystem, you'll guide customers in driving adoption, delivering measurable impact, maximizing the value of their digital credentialing programs while identifying opportunities to grow and expand those programs over time. This is an individual contributor role.

What You'll Do

• Serve as a trusted partner to Pearson's most strategic customers, building strong relationships, and driving adoption and ongoing engagement throughout the customer lifecycle.
• Become an expert in Pearson's Credly product in order to consult and educate customers on best practices on digital credentialing.
• Leverage Catalyst, (our customer success platform) to track customer activity, monitor health, automate daily and weekly tasks and communicate with customers.
• Advocate for customers by capturing feedback, understanding problems that need to be solved, and delivering appropriate and timebound solutions.
• Collaborate with the Implementation team to ensure a seamless transition from implementation to Customer Success, driving ongoing engagement and success.
• Maintain and leverage Success & Growth Plans for customers.
• Own and maintain customer satisfaction and health scores.
• Intimately understand our customer risk workflow and proactively take action to ensure a low at-risk customer count.
• Partner with our Sales team to drive renewal and expansion efforts, by understanding customer needs and actively working to increase penetration into our customers' organizations.
• Grow with amazing people who laugh a lot, own our mistakes, strive to better, are open to feedback, and help each other.

What Will Set You Up For Success

• Prior experience working in a Customer Success role.
• Prior experience supporting enterprise-level customers.
• Deep understanding of a successful customer success motion including:
• The handoff between the Implementation team and CSM.
• Using data to guide decisions and drive customer health.
• Identification of sales opportunities by understanding customer goals and aligning solutions to their evolving needs.
• Actions needed to be taken to ensure a successful renewal.
• Ability to develop customers into champions and advocates.
• Proven ability to cultivate strong relationships across internal teams, cross-functional groups, and external stakeholders.
• Excellent project management skills and ability to effectively manage time & prioritize tasks.
• Excellent written, interpersonal, and verbal communication skills with great attention to detail.
• Flexible and willing to adapt processes, workflows, and customer management in an ever-changing environment.
• Are coachable and receptive to feedback.

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 California, Colorado, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York State, New York City, Vermont, Washington State, and Washington DC laws, the pay range for this position is as follows: The minimum full-time salary range is between $85,000- $90,000. This position is eligible to participate in an annual incentive program, and information on benefits offered is here. Applications will be accepted through August 17th. This window may be extended depending on business needs.

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson. Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ...@grp.pearson.com.

Job: Customer Success

Job Family: GO_TO_MARKET

Organization: Enterprise Learning & Skills

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 20589