Customer Success Manager

As Customer Success Manager (CSM), you play a crucial role in ensuring our customers achieve success with Pearson's WFS products. Your main focus as a CSM will be ensuring that our customers achieve their goals and outcomes. You will do this by building strong relationships with customers and internal Pearson teams, working hand-in-hand with our implementation team to ensure a rock-solid customer handoff, and leveraging your knowledge about Pearson's skills ecosystem and the customer problems to be solved.

This is an individual contributor role.

What You Will Do:

• Build strong relationships with customers, ensuring strong adoption and ongoing engagement throughout the customer's lifetime by deeply understanding their problems and goals.
• Become an expert in Pearson's skills ecosystem in order to consult and educate customers on best practices.
• Leverage Catalyst, (our Customer Success platform) to track customer activity, monitor health, automate daily and weekly tasks and communicate with customers.
• Be a customer advocate by capturing feedback, understanding problems that need to be solved, and providing appropriate and timebound solutions.
• Coordinate with the Implementation team to ensure a seamless transition from onboarding/implementation, to ongoing support.
• Maintain and leverage Success Plans for customers.
• Intimately understand our customer risk workflow and proactively take action to ensure a low at-risk customer count.
• Coordinate with our Sales team to drive renewal and expansion efforts, actively working to increase our penetration into customer's organizations.
• Own and maintain customer health scores across your portfolio.
• Grow with amazing people who laugh a lot, own our mistakes, strive to be better, are open to feedback, and help each other.

What Will Set You Up for Success:

• Prior experience working in a Customer Success or Account Management role
• Experience with SaaS products/services is preferred
• 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
• Identifying customer goals & how to help the customer achieve them
• Ability to lead strategic conversations with customers
• Ability to develop customers into champions and advocates
• Actions needed to be taken to ensure a successful renewal
• Excellent project management skills and able 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.

Your Goals and KPIs:

• 100% of customer goals and outcomes recorded
• % Active Customer Engagement
• Average Customer Health Score
• % At-Risk Customers
• % Journey Milestones
• Customer Satisfaction
• % Company Penetration
• % Success Plan Progress
• Account Collaboration & Management

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need.All 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 strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson's commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

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 [email protected].

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: SALES

Organization: Workforce Skills

Schedule: FULL_TIME

Req ID: 14913