• Job Description

  Req#: 15063

  Job Summary:

  The Customer Success Manager – Enterprise role is crucial for ensuring our customers achieve success with Pearson’s WFS products. Your main focus as a CSM will be ensuring that our largest 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 to be a strategic partner for your customers.

  This is an individual contributor role.
  
  What You’ll Do:

  • Serve as a strategic partner to Pearson’s largest customers, building strong relationships, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime.
  • 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 & Growth 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 satisfaction score.
  • Grow with amazing people who laugh a lot, own our mistakes, strive to better, are open to feedback, and help each other.

  What Will Set You Up for Success

  • Prior experience working in a Customer Success role
  • Prior experience supporting enterprise-level customers
  • 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 and understanding how to help the customer achieve them
  • Ability to develop customers into champions and advocates
  • Ability to build strong relationships with internal teams
  • 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
  • Expansion %

• About the company

  At Pearson, our purpose is simple: to add life to a lifetime of learning. We believe that every learning opportunity is a chance for a personal breakthrough.

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