Customer Success Specialist

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

📋 Description

• Manage a portfolio of mid-sized and large school district accounts.

• Act as the primary partner for the implementation and ongoing success of PALS products.

• Create a Success Plan for each partner, incorporating implementation milestones that align with instructional, assessment, and technology priorities.

• Lead onboarding activities prior to go-live and facilitate the swift completion of adoption milestones.

• Track account health through data systems and regular communication schedules.

• Promote product adoption and value, minimize churn, and foster brand loyalty.

• Engage with at-risk or disengaged accounts through recovery strategies.

• Prepare and present business reviews that link product usage, implementation progress, and partner objectives.

• Work collaboratively with Product, Technology, Marketing, Sales, Professional Development, and Support teams.

• Contribute to cross-functional feedback loops that enhance business and customer experience.

• Translate product usage and impact data into actionable insights for partners.

• Enhance partner experience, business efficiency, and scalability.

⛳️ Requirements

• Proven ability to utilize formative, interim, or screener/MTSS assessment data to influence student outcomes at the classroom, school, or district level.

• Commitment to prioritizing correctness over being right; possess low ego and high agency.

• Appreciation for the entire customer journey and collaboration across teams.

• Strong organizational and time management abilities.

• Exceptional skills in building relationships and demonstrating warmth.

• Capacity to communicate with customers in a world-class manner that fosters value, joy, and loyalty while safeguarding Pearson’s business interests.

• Willingness to travel as required (up to 30%).

• Experience in EdTech, Customer Success, and/or K-12 education.

• Proficient in Salesforce and Microsoft O365 Suite.

• Understanding of assessment measurement models.

• Preferred location is within the Central US region.

🏝️ Benefits

• Strong coaching relationship with your manager and comprehensive support for development.

• Opportunities to contribute and lead as our team evolves.

• A culture that emphasizes operational excellence, impact, and enjoyment.

• Remote-first work flexibility.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401K.

• Stock options.

• Parental leave.

• Education reimbursement.

• Wellness resources.

• Annual incentive program.