Customer Success Manager

At Pearson, we are committed to a world that is always learning and to the people who make that possible. From foundational learning through career advancement, we help learners build the skills and confidence they need to thrive in a rapidly changing economy. We are reimagining how education and workforce readiness come together—creating innovative solutions that help institutions expand access, improve outcomes, and better serve learners across every stage of life.

As a part of our Career Ready portfolio of products, Certiport helps learners gain knowledge and develop skills necessary to achieve academic and professional success.  Through learning materials and industry-recognized certification exams, Certiport is the market leader in preparing learners with demonstrable skills that are in high demand in the workplace. 

About the Role

We are seeking a proactive and empathetic Customer Success Manager (CSM), Certiport to ensure the success of our K – 12 school district customers throughout their journey with Certiport. The CSM will be responsible for guiding new customers through our onboarding process and ensuring that clients are achieving their goals throughout their customer journey. As a CSM, you will work cross-functionally with Sales, Sales Operations, Product, and Support teams to deliver a high-impact customer experience.

This role is ideal for someone passionate about education and technology who excels in client engagement, cross-functional coordination, and continuous improvement. You will be a trusted partner to our clients—helping them unlock value, navigate change, and realize success from day one.

Key Responsibilities

• Lead and execute the end-to-end onboarding process for new school districts
• Set clear expectations, timelines, and deliverables with customers to ensure a smooth rollout of the Certiport platform and products to ensure customer goals are met
• Develop and manage structured success plans that support customers at each phase of their lifecycle
• Serve as the primary point of contact post-sale, leading onboarding and implementation while ensuring customers are set up for success throughout their journey .[SV1] [EW2] 
• Act as the voice of the customer with internal teams
• Monitor usage patterns, satisfaction metrics, and engagement signals to proactively address risks, provide first-line technical support, and ensure successful 
• Partner with Sales to support renewals, expansions, and account growth

Education & Experience

• Bachelor’s degree in Education, Business, or related field required.
• 3–5 years of experience in customer success, client services, or account management—preferably in the EdTech, SaaS, or education sectors.
• Experience supporting K–12, higher education, or corporate learning environments a plus.

Skills & Attributes

• Exceptional communication and interpersonal skills with a strong client-first mentality.
• Demonstrated ability to manage multiple projects and customer relationships simultaneously.
• High proficiency in CRM and customer success platforms (e.g., Salesforce).
• Comfort with technology platforms and willingness to learn new tools quickly.
• A proactive, problem-solving mindset and the ability to manage multiple priorities with composure
• Technologically fluent and quick to learn new platforms and systems.
• A curious and positive intent mindset with an eagerness to explore, learn, and understand.