Job Title: Lead Specialist, Customer Success (Enterprise)
Job Summary:
The Lead Specialist, Customer Success (Enterprise) serves as the Enterprise Customer Success Manager (CSM) for Pearson’s most strategic enterprise accounts. This senior individual contributor will lead complex, cross-product success programs focused on driving measurable adoption, value realization, and executive-level impact.
You will orchestrate product-level metrics, adoption strategies, and enablement efforts into a unified enterprise value story. Collaborating with Client Partners, Delivery Partners, and Product CSMs, you will ensure customer investments translate into tangible outcomes, quick time-to-value, and demonstrable ROI. This role is critical in helping enterprise customers clearly see and communicate the business impact of their Pearson partnership.
What you will do:
Lead complex, multi-product onboarding and adoption initiatives for strategic enterprise customers, ensuring coordinated execution across teams.
Integrate product-level success plans into a structured enterprise success framework aligned to customer business goals.
Consolidate product-level usage and performance data into executive-ready value narratives that demonstrate ROI and impact.
Present adoption progress, risk signals, and value attainment in governance forums such as QBRs and executive reviews.
Develop clear governance materials and milestone tracking to support executive reviews, QBRs, and customer success reporting.
Coordinate cross-product escalations and drive resolution through structured collaboration with internal stakeholders.
Identify gaps between adoption activity and business outcomes and drive coordinated action plans to close those gaps, minimizing revenue risk.
Partner with Product CSMs and support teams to ensure product-level success strategies contribute to enterprise-level value realization goals.
Contribute to documentation standards, success playbooks, and best practices that elevate execution quality across strategic accounts.
What will set you up for success:
5+ years of experience in Customer Success, Program Management, or enterprise account roles within SaaS or multi-product environments.
Demonstrated experience driving value realization and translating product adoption into measurable business outcomes.
Strong ability to synthesize product-level data into actionable enterprise-level insights.
Executive-ready communication skills, with experience supporting governance conversations and strategic reviews.
Strong documentation and program management skills, with attention to structure, detail, and follow-through.
An analytical mindset focused on reducing time-to-value, improving customer satisfaction, and preventing recurring issues.
Familiarity with Salesforce, Customer Success platforms (Catalyst, Gainsight), and project management tools.
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