Customer Success, Retention

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Define and enhance the comprehensive retention strategy for partner schools.

• Identify and prioritize the most impactful factors influencing retention.

• Transform strategy into actionable initiatives, structured roadmaps, and measurable results.

• Ensure that the retention strategy aligns with overarching business objectives.

• Analyze trends related to retention, persistence, and attrition across various partner schools, cohorts, and student segments.

• Identify crucial factors affecting retention and disengagement, including academic, operational, and engagement aspects.

• Create dashboards and reports to offer clear insights into retention performance and leading indicators.

• Establish early warning signals to proactively recognize at-risk students and schools.

• Lead a systematic approach to retention through testing, learning, and scaling.

• Develop and validate hypotheses regarding key retention drivers (e.g., onboarding, engagement, academic experience, communication).

• Collaborate with schools and cross-functional teams to design and implement pilot programs.

• Assess the impact and scale successful interventions across partner schools.

• Drive consensus on investment areas to enhance retention outcomes.

• Influence cross-functional priorities in Enrollment, Academics, School Operations, Product, and School Success.

• Balance trade-offs while maintaining focus on the highest-value initiatives.

• Serve as a strategic advisor to leadership regarding retention performance and opportunities.

• Set clear retention targets, metrics, and success measures.

• Build and lead an operational rhythm (e.g., reviews, dashboards, performance discussions).

• Ensure accountability for retention results across teams and schools.

• Provide visibility into performance, risks, and opportunities.

• Equip partner schools with insights, tools, and actionable guidance to enhance retention.

• Identify trends and replicate best practices across the network.

• Balance standardization with the flexibility to address local school needs.

• Utilize analytics to inform strategy and decision-making.

• Ensure that retention insights are converted into clear actions and priorities.

• Collaborate with analytics teams to improve visibility into retention drivers and leading indicators.

• Achieve measurable improvements in student retention and persistence across partner schools.

• Develop a clear, prioritized retention strategy aligned with business goals.

• Increase the effectiveness of retention initiatives through systematic testing and scaling.

• Foster strong cross-functional alignment and accountability for retention results.

• Enhance visibility into retention performance and influencing factors.

⛳️ Requirements

• 8–12+ years of experience in strategy, operations, analytics, or related fields.

• A background in consulting or similar environments with strong analytical and problem-solving skills, along with industry experience—preferably in consumer or customer-focused businesses.

• A proven history of driving cross-functional initiatives and influencing senior stakeholders.

• Experience in leading strategy development and execution at scale.

• Strong analytical foundation with the ability to convert data into actionable insights.

🏝️ Benefits

• This position is eligible for Pearson’s annual incentive program.