Faculty Support Lead - Customer Success (Remote)

Pearson; Denver (CO); Remote; USD 65,000 - 90,000; Full time

Job summary

Pearson is seeking a Customer Success professional to join the Higher Education team in a remote capacity. You will support faculty onboarding, coach associates, and handle escalations with expert guidance.

You will proactively engage with adoptions at risk and manage course builds, while leading instructor onboarding sessions and collaborating with cross-functional teams. The role demands leadership, strong time management, and excellent communication.

Qualifications

• Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding with technology.
• Clear, professional written and verbal communication across audiences.
• Curiosity, analytical skills, and ability to explore solutions.
• Excellent organizational and time management skills to meet deadlines.
• Knowledge of educational technology and willingness to learn new tools.
• Ability to learn, share skills with the team, and collaborate cross-functionally.
• Motivated, energetic, and collaborative with leadership by example.
• Flexibility for peak periods and some travel; reliable attendance is essential.
• Experience with Pearson Higher Education products or tools is a bonus.

Responsibilities

• Provide faculty onboarding support and guide technology adoption.
• Coach Faculty Support Associates and handle escalations requiring expertise.
• Proactively check in with top adoptions and assist at-risk adoptions.
• Manage course builds and guidance for accounts needing higher service levels.
• Lead instructor onboarding sessions and coordinate cross-functional efforts.

Skills

Communication

Leadership

Collaboration

Analytical thinking

Time management

Adaptability

Cross-functional teamwork

Curiosity/Problem solving

Education

Bachelor's degree

Tools

Educational tech awareness

Pearson tools (bonus)

Job description

Pearson is seeking a Customer Success professional to join the Higher Education team in a remote capacity. You will support faculty onboarding, coach associates, and handle escalations with expert guidance.

You will proactively engage with adoptions at risk and manage course builds, while leading instructor onboarding sessions and collaborating with cross-functional teams. The role demands leadership, strong time management, and excellent communication.