Specialist, Customer Success (Higher Education)

• 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.  

• 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. 

• 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.