Advanced Specialist, Customer Success

Pearson; Richmond (VA); On-site; USD 80,000 - 95,000; Full time

Job summary

A global education technology company is seeking an Advanced Specialist in Customer Success to manage onboarding for Enterprise-level customers, focusing initially on Credly. The role requires strong project management and communication skills. Responsibilities include developing onboarding plans, leading key meetings, and coordinating with cross-functional teams to ensure customer success. This position offers a compensation range of $80,000 to $95,000 and eligibility for an annual incentive program.

Qualifications

• 3+ years in Customer Onboarding, Implementation, or Project Management.
• Experience with complex Enterprise-level onboarding.
• Ability to align product usage with business outcomes.

Responsibilities

• Own the onboarding experience for new Enterprise customers.
• Translate objectives into structured onboarding plans.
• Lead meetings to ensure accountability and clarity.
• Monitor onboarding KPIs to drive corrective action.

Skills

Project Management

Executive communication

Stakeholder management

Customer onboarding

Tools

Salesforce

CRM platforms

Job description

The Advanced Specialist, Customer Success (Onboarding) serves as an Onboarding Manager responsible for leading outcome-driven onboarding engagements, including Enterprise-level customers. This role ensures customers achieve early value through structured implementation, clear milestone tracking, and strong stakeholder alignment. Primary onboarding responsibilities will focus on Credly by Pearson, with scope expanding to additional Pearson products over time.

You will translate customer business objectives into actionable onboarding plans, coordinate cross-functional execution, and guide customers through complex implementations with clarity and confidence. This role requires strong project management, executive-ready communication, and the ability to navigate multi-stakeholder environments while accelerating time-to-value.

What you will do:

• Own the end-to-end onboarding experience for new customers, focused initially on Credly, including complex Enterprise implementations with multiple stakeholders and use cases.
• Translate customer business objectives into structured onboarding plans that include defined milestones and success metrics.
• Lead kickoff meetings and checkpoints to ensure clarity and accountability.
• Deliver tailored training and enablement programs aligned to customer roles, governance structures, and product configurations.
• Monitor product usage, adoption milestones, and onboarding KPIs to proactively identify risks and drive corrective action.
• Coordinate cross-functional teams (Sales, Product, Engineering, Support, and Customer Success) to ensure smooth delivery and issue resolution.
• Document all onboarding progress, value milestones, and transition criteria to support a seamless handoff to the long-term Customer Success Manager.
• Contribute insights and feedback to improve onboarding processes, documentation, and scalable enablement assets.
• Continuously evolve onboarding and enablement programs based on customer feedback, product updates, and industry best practices.

What will set you up for success:

• 3+ years of experience in Customer Onboarding, Implementation, Customer Success, or Project Management within SaaS, EdTech, or enterprise technology environments.
• Experience leading complex or Enterprise-level onboarding engagements with multiple stakeholders.
• Strong project management skills with the ability to manage multiple implementations.
• Ability to align product usage with business outcomes and measurable value.
• Executive-ready communication skills and able to facilitate structured customer meetings with confidence.
• Strong organizational and documentation skills with attention to detail and follow-through.
• Ability to simplify complex concepts into actionable steps.
• Experience using Salesforce, Catalyst, or other CRM and Customer Success platforms preferred.

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 $80,000 to $95,000.

This position is eligible to participate in an annual incentive program, and information on benefits offered is here.

Applications will be accepted through April 5, 2026. 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 [e-mail].

Job: Customer Success

Job Family: GOTOMARKET