Specialist, Customer Success

Pearson; Hartford (CT); Remote; USD 80,000 - 95,000; Full time

Benefits offered by this job

Remote-first flexibility

Comprehensive benefits package

Job summary

Pearson is seeking a Specialist, Customer Success to manage a portfolio of midsize and large school district accounts within the PALS suite. You will own implementation, drive adoption and partner outcomes, and help secure long-term retention and renewal.

Join a team building scalable processes and rhythms, with a focus on maximizing product value, ease of partnership, and joyful loyalty to Pearson. Requires engaging cross-functionally and traveling up to 30% as needed.

Qualifications

• Use of formative, interim, or MTSS assessment data to impact student outcomes.
• Commitment to learning and capability to work with cross-functional teams.
• Appreciation for the full customer journey and collaboration across teams.
• Strong organization and time management skills.
• Exceptional warmth and relationship-building with partners.
• Willingness to travel up to 30%.

Responsibilities

• Develop a Success Plan for each partner with clear milestones.
• Facilitate onboarding activities before go-live to enable adoption milestones.
• Monitor account health, drive product adoption, and reduce churn.
• Deliver business reviews linking product usage to partner goals.
• Collaborate with Product, Technology, Marketing, Sales, PD, and Support.
• Turn data into actionable insights and scalable processes.

Skills

Formative data usage

Relationship building

Cross-team collaboration

Time management

Customer communication

Travel willingness

Tools

Salesforce

Microsoft O365

Job description

Join Our Team!

Pearson is the world’s leading learning company. Our Pearson Assessment for Learning Suite (PALS) is a comprehensive portfolio of K-12 school assessment solutions including formative and interim academic assessments, academic and social/emotional wellness screeners, and MTSS solutions. Our Partner Success team supports the healthy and successful implementation of this full suite of products across the country!

About the Role

As a Specialist, Customer Success, you will own a portfolio of midsize and large school district accounts and serve as the primary partner for their implementation and ongoing success across PALS products. You will be accountable for building strong relationships, driving adoption and value, identifying risks early, and helping partners achieve outcomes that support long-term retention and renewal.

Your core charge is to grow Pearson’s School Assessment customers into true partners.

We believe we achieve that by adopting and honoring these three pillars:

Maximize the value of the product

Cultivate ease in the partnership

Nurture joyful loyalty to the Pearson brand

Importantly, you will be joining a Success team that is actively building the systems, rhythms, and practices that will support long-term scale. The right candidate will be energized by bringing ideas, experience, and practical problem-solving to help strengthen our processes and shape what excellent partner success looks like at Pearson.

Key Responsibilities

Implementation Strategy

• Develop a Success Plan for each partner. Everyone should know what “success” looks like, be invested in that vision, and understand how to integrate “gold-standard” implementation milestones for the product(s) within the account’s unique instructional, assessment, and technology priorities and ecosystem.

Onboarding

• Facilitate all onboarding activities prior to “go live” skillfully, communicating clearly and proactively with the account and cross-functionally inside of Pearson, enabling rapid completion of key adoption milestones.

Nurture

Leverage data systems and communication cadences to proactively monitor the health of your accounts, drive product adoption and value, reduce churn, and build brand loyalty.

• Engage accounts who are at risk or disengaged in recovery strategies to foster partnership, drive adoption, and improve overall account health.
• Prepare and deliver meaningful business reviews that connect product usage, implementation progress, and partner goals, proactively identifying opportunities to strengthen value and improve the overall customer experience.

Collaboration for Account Success

• Partner closely with cross-functional teams within Pearson School Assessment, including Product, Technology, Marketing, Sales, Professional Development, and Support to ensure a seamless customer journey.
• Value cross-functional collaboration and actively contribute to multi-directional feedback loops that strengthen our business and the customer experience.

Insights & Innovation

• Skillfully connect product usage and impact data into actionable insights with a meaningful story for partners, grounded in their implementation goals and strategy.
• Operate with a focus on systems and scalability that optimize the partner experience, business efficiency, and industry leadership.

Who We’re Looking For

Must Haves

• Demonstrated use of formative, interim, or screener/MTSS assessment data to impact student outcomes at the classroom, school, or district level.
• Commitment to getting it right, not being right; low ego, high agency.
• Appreciation for the full customer journey and cross-team collaboration.
• Strong personal organization and time management skills.
• Exceptional warmth and relationship-building skills.
• Ability to communicate with customers in a world-class manner that nurtures value, joy, and loyalty, while protecting Pearson’s business interests.
• Willingness to travel as needed (up to 30%).

Preferred

• Experience in EdTech, Customer Success, and/or K-12 education.
• Familiarity with Salesforce and Microsoft O365 Suite.
• Understanding of assessment measurement models.
• Location in the Central US region is preferred.

What You Can E xpect From Us

Strong coaching relationship with your manager and robust support for development.

Opportunities to contribute and lead as our team matures.

A culture prioritizing operational excellence, impact, and fun.

Remote-first flexibility.

Competitive compensation and benefits, including medical, dental, vision, 401K, stock options, parental leave, education reimbursement, wellness resources, and more.

Compensation at Pearson is influenced by factors including skill set, experience, and location.

The full-time salary range for this role is $80,000 — $95,000.

This position is eligible for Pearson’s annual incentive program. Information on benefits can be found here.

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].

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.

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