Customer Success Manager

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Job Description
Customer Success ManagerDivision: Workforce SolutionsOffice Alignment: 80 Strand, London
Our Organisation
Pearson is a global education company that helps people around the world to make progress in their lives through learning. With a rich heritage that combines 150 years of experience in publishing with the latest learning technology and digital services, we help people to learn whatever, wherever and however they choose. We are now transforming Pearson to accelerate our activity in digital learning, education services and emerging markets. This will enable us to make a lasting impact in helping to solve some of the most important challenges in global education.
Your Opportunity
As Customer Success Manager (CSM), you play a crucial role in ensuring our customers achieve success with Pearson's Workforce Skills products. Your main focus as a CSM will be ensuring that our customers achieve their goals and outcomes. You will do this by building strong relationships with customers and internal Pearson teams, working collaboratively with Sales and Professional Services to ensure a rock-solid customer handoff, and leveraging your knowledge about Pearson's skills ecosystem and the customer problems to be solved. This is an individual contributor role.
What you will do:
Manage a small number of Enterprise and a few SMB customers across our suite of Pearson Workforce Skills products
Build strong relationships with senior stakeholders, ensuring strong adoption and ongoing engagement throughout the customer's lifetime by deeply understanding their problems and goals
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
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 customers' organisations
Contribute to Pearson's customer-centred approach by collaborating with internal stakeholders (Product, Data Science, Sales & Marketing) with regular customer updates, reporting metrics and insights on the customer experience and feedback
Grow with amazing people who laugh a lot, own our mistakes, strive to be better, are open to feedback, and help each other
What Will Set You Up for Success:
Prior experience working in a Customer Success role
Deep understanding of a successful customer success motion
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
Growth mindset, being coachable and receptive to feedback
Prior experience or exposure to strategic human capital management initiatives is a plus
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
While we have identified the initial responsibilities of the role, be pre-prepared for this role to evolve as products, customers, and analytics grow.
Working Setup
This a hybrid working position which will require the successful candidate to report in our 80 Strand, London office at least 2x per week.
Your Benefits & Reward
We know you'll do great work, so we give a lot back with some of the best benefits in the business! Along with learning, development and mentoring opportunities, our range of benefits can support the different needs of our diverse colleagues, and their families too. You can look forward to exploring our impressive benefits, such as:
Hybrid working
A starting holiday of 25 days plus UK public holidays.
Shares and stock purchase options.
Healthcare and dental plans, and an employee wellbeing assistance programme for you and your family to help balance work, family, and personal life.
Cycle to work program, gym membership concessions in selected office locations, along with retail and leisure discounts.
About Us
What to expect from Pearson
Did you know Pearson is one of the 10 most innovative education companies of 2022?
At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets.
To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we also have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.
We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to creating a workplace where talent can learn, grow and thrive.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. All employment is decided based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing #####.
To learn more about Pearson's commitment to a diverse and inclusive workforce, navigate to:
Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.
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