Specialist, Customer Success (Higher Education)

This role is responsible for serving as a trusted partner to a dedicated book of business, driving adoption, engagement, and consistent revenue retention.

In this position, you will manage the end-to-end customer journey, from initial adoption through the renewal cycle, ensuring our products and platforms deliver on their promise. By proactively solving courseware challenges and demonstrating ongoing value, you protect our revenue base and build deep-seated loyalty within your book of business. Your success is defined by your ability to navigate the academic cycle and anticipate educator needs, ensuring faculty and students realize the full potential of our technology, which facilitates account renewals and the successful continuation of our partnership.

The Customer Success Specialist reports directly to the Team Manager, Customer Success - Higher Education.

Impact You Will Make in This Role

• Secure Revenue Retention & Renewals: Drive the retention strategy for your book of business by identifying and mitigating churn risk early. In close partnership with Sales, you will manage the end-to-end customer journey from initial onboarding through the renewal cycle and the successful continuation of the customer relationship.

• Manage Reactive while Driving Proactive Engagement: Execute a proactive engagement model throughout the academic cycle while providing timely, responsive support to resolve instructor hurdles. You will ensure educators feel supported at every milestone, from initial setup through semester-end reviews.

• Drive Proactive Value Realization: Partner with faculty to move beyond basic "how-to" resolution, ensuring they realize the full potential and ROI of our tools. You will consult on best practices that demonstrate clear value within their specific course environments.

• Master Product & Value Delivery: Develop deep platform expertise to consult with educators, translating complex features into actionable product solutions that prove our value and justify ongoing investment.

• Act as the Voice of the Customer: Collect and share educator feedback and success stories with internal teams to ensure our product evolution aligns with what drives long-term customer loyalty.

• Deliver Frictionless Experiences: Simplify the educator's journey by anticipating and resolving technical or platform-related hurdles, making our products a seamless and essential part of their curriculum.

• Execute Strategic Initiatives: Support additional department-wide initiatives and targeted projects as assigned to help meet organizational revenue goals and business priorities.

What You Will Bring

• Educational Background: A bachelor's degree is required for this role.

• Relevant Experience: 3+ years of experience in Customer Success, Account Management, or a related customer-facing role with a proven track record of driving customer satisfaction and contributing to long-term account retention.

• Retention-Focused Mindset: A proven ability to protect and grow a base of business. You can demonstrate how your proactive engagement directly leads to revenue retention, risk mitigation, and long-term customer continuation.

• Exceptional Communication: The ability to build strong relationships with educators and present complex information in a clear, compelling manner.

• Internal Stakeholder Management: A commitment to transparency and collaboration with internal partners. You will proactively keep Sales teams and other stakeholders informed of activity, risks and successes to ensure a unified strategy.

• Adaptability in a Fast-Paced Environment: The ability to navigate organizational growth, process evolution, and the scaling of department operations.

• Technology Fluency: A natural curiosity for software and the ability to quickly master new platforms to serve as a credible partner to faculty.

• Systems Expertise: Proficiency in managing a book of business within a CRM or Customer Success Platform (e.g., Salesforce) and familiarity with the Higher Ed technical ecosystem, including Learning Management Systems (LMS).

• Empathy and Commitment: A genuine passion for Higher Education and a commitment to helping customers achieve their goals.

Capabilities

• Internal and External Relationship Management

• Revenue and Retention Management

• Problem-Solving and Critical Thinking

• Effective Time and Portfolio Management

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location.

The full-time salary range is between $55,000-75,000.

This position is eligible to participate in a Sales Incentive Program. Actual compensation will vary based on experience, skills, and geographic location.

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 TalentExperienceGlobalTeam@grp.pearson.com.

Job:

Customer Success

Job Family: GO_TO_MARKET

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