Lead Specialist, Enterprise Customer Success

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.