Lead Specialist, Enterprise Customer Success

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    "ExternalDescriptionStr": "<p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\"><strong>Job Summary:</strong></span></span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">The Lead Specialist, Customer Success (Enterprise) serves as the Enterprise Customer Success Manager (CSM) for Pearson’s most strategic enterprise accounts. This senior individual contributor will lead complex, cross-product success programs focused on driving measurable adoption, value realization, and executive-level impact.</span></span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">You will orchestrate product-level metrics, adoption strategies, and enablement efforts into a unified enterprise value story. Collaborating with Client Partners, Delivery Partners, and Product CSMs, you will ensure customer investments translate into tangible outcomes, quick time-to-value, and demonstrable ROI. This role is critical in helping enterprise customers clearly see and communicate the business impact of their Pearson partnership.</span><span style=\"font-size: 11pt; line-height: 115%;\">&nbsp;</span></span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\"><strong>What you will do:</strong></span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">Lead complex, multi-product onboarding and adoption initiatives for strategic enterprise customers, ensuring coordinated execution across teams.</span></span></li><li><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">Integrate product-level success plans into a structured enterprise success framework aligned to customer business goals.</span></span></li><li><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">Consolidate product-level usage and performance data into executive-ready value narratives that demonstrate ROI and impact.</span></span></li><li><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">Present adoption progress, risk signals, and value attainment in governance forums such as QBRs and executive reviews.</span></span></li><li><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">Develop clear governance materials and milestone tracking to support executive reviews, QBRs, and customer success reporting.</span></span></li><li><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">Coordinate cross-product escalations and drive resolution through structured collaboration with internal stakeholders.</span></span></li><li><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">Identify gaps between adoption activity and business outcomes and drive coordinated action plans to close those gaps, minimizing revenue risk.</span></span></li><li><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">Partner with Product CSMs and support teams to ensure product-level success strategies contribute to enterprise-level value realization goals.</span></span></li><li><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">Contribute to documentation standards, success playbooks, and best practices that elevate execution quality across strategic accounts.</span></span></li></ul><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">&nbsp;</span></span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\"><strong>What will set you up for success:</strong></span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">5+ years of experience in Customer Success, Program Management, or enterprise account roles within SaaS or multi-product environments.</span></span></li><li><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">Demonstrated experience driving value realization and translating product adoption into measurable business outcomes.</span></span></li><li><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">Strong ability to synthesize product-level data into actionable enterprise-level insights.</span></span></li><li><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">Executive-ready communication skills, with experience supporting governance conversations and strategic reviews.</span></span></li><li><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">Strong documentation and program management skills, with attention to structure, detail, and follow-through.</span></span></li><li><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">An analytical mindset focused on reducing time-to-value, improving customer satisfaction, and preventing recurring issues.</span></span></li><li><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">Familiarity with Salesforce, Customer Success platforms (Catalyst, Gainsight), and project management tools.</span></span><br>&nbsp;</li></ul><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York State, New York City, Vermont, Washington State, and Washington DC laws, the pay range for this position is as follows:&nbsp;&nbsp;</span><span style=\"font-size: 11pt; line-height: 115%;\">&nbsp;</span></span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">The minimum full-time salary range is between $100,000 - $115,000.</span><span style=\"font-size: 11pt; line-height: 115%;\">&nbsp;</span></span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">This position is eligible to participate in an annual incentive program, and information on benefits offered is&nbsp;</span></span><a href=\"https://nam02.safelinks.protection.outlook.com/?url=https://pearsonbenefitsus.com/&amp;data=04|01|[email protected]|2c256513c79f4679be7c08d9e7287ebb|8cc434d797d047d3b5c514fe0e33e34b|0|0|637794983376381246|Unknown|TWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0=|3000&amp;sdata=t1YQPUL7BgoclUd7yE2i86QAirLf4z3z8OEWgr42q7c=&amp;reserved=0\" target=\"_blank\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">here</span></span></a><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">.</span><span style=\"font-size: 11pt; line-height: 115%;\">&nbsp;</span></span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><i><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\"><strong>Applications will be accepted through June 12, 2026. This window may be extended depending on business needs.&nbsp;</strong></span></i></span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><span lang=\"EN-US\" style=\"font-size: 11pt; line-height: 115%;\">#LI-LB1</span></span></p>",
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