Lead Specialist, Customer Success

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

📋 Description

• Oversee the comprehensive implementation process for a range of school district accounts, from the signing of contracts to the initial adoption of the platform.

• Facilitate kickoff meetings and project planning sessions with district stakeholders, ensuring clear ownership, established timelines, and defined success criteria.

• Create implementation plans in phases, customized to meet each district's configuration needs, the grade levels served, and pertinent state CTE or career readiness standards.

• Collaborate with district IT personnel for technical setup, including data integration, SSO configuration, and roster management.

• Provide tailored training for administrators, CTE directors, and teachers, adjusted to the specific context and pacing of each district.

• Develop and establish a foundational implementation playbook: a repeatable, scalable process for onboarding new districts that the team can utilize and refine over time.

• Create a collection of customer-facing resources, which includes onboarding guides, product reference materials, training presentations, quick-start documents, and administrator how-to guides.

• Generate role-specific enablement resources for each type of district user, ensuring that every audience has the necessary tools to use the platform with confidence.

• Develop internal-facing resources for the Customer Success team, such as handoff templates, implementation checklists, escalation frameworks, and account review guides.

• Track platform adoption across accounts, proactively identifying gaps and formulating targeted strategies to address them before they escalate into risks.

⛳️ Requirements

• A minimum of 3 years of experience in implementation, customer success, project management, or a similar client-facing role, ideally within K12 EdTech or education services.

• Proven ability to manage multiple complex projects concurrently across diverse clients, timelines, and configurations.

• Experience in developing or significantly enhancing customer-facing documentation, training materials, or enablement resources.

• Strong communication skills, capable of engaging effectively with a broad spectrum of audiences, from district IT staff to classroom educators, both in writing and verbally.

• Excellent process-building instincts and the organizational discipline required to maintain consistency across a diverse and expanding client portfolio.

• Comfort in an early-stage environment where structures are still being developed and the ability to provide clarity in ambiguous situations is as crucial as executing a defined playbook.

• Familiarity with Salesforce or a similar CRM platform.

🏝️ Benefits

• Participation in Pearson’s annual incentive program.

• Opportunities for professional development.

• Flexibility in work arrangements.