Pearson

Compensation

Full Description

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.