Customer Success Manager

Pearson - UK; London; Hybrid; GBP 40,000 - 70,000

Job description

The Enterprise Customer Success Manager role is crucial for ensuring our customers achieve success with Pearson’s Enterprise Learning and Skills products. Your main focus as a CSM will be ensuring that our largest customers using the Credly platform achieve their goals and outcomes. You will do this by building strong relationships with customers and internal Pearson teams, working hand-in-hand with our implementation team to ensure a rock-solid customer handoff, and leveraging your knowledge about Pearson’s skills ecosystem to be a strategic partner for your customers.

This is an individual contributor role.

What You’ll Do:

• Serve as a strategic partner to Pearson’s largest customers, building strong relationships, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime.
• Become an expert in Pearson’s products 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.
• Coordinate with the Implementation team to ensure a seamless transition from onboarding/implementation to ongoing support.
• Maintain and leverage Success & Growth Plans for customers.
• 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 customer’s organizations.
• Own and maintain customer satisfaction score.
• Grow with amazing people who laugh a lot, own our mistakes, strive to better, are open to feedback, and help each other.

What Will Set You Up for Success:

• Prior experience working in a Customer Success role
• Prior experience supporting enterprise-level customers
• Deep understanding of a successful customer success motion including:
• The handoff between the Implementation team and CSM
• Using data to guide decisions and drive customer health
• Identifying customer goals and understanding how to help the customer achieve them
• Ability to develop customers into champions and advocates
• Ability to build strong relationships with internal teams
• Actions needed to be taken to ensure a successful renewal
• 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.
• Are coachable and receptive to feedback.

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
• Expansion %

Work Location & Set Up:

The ideal candidate will be required to report to our 80 Strand London office once a week.

Your Rewards & Benefits:

To learn more about the comprehensive benefits offered by Pearson, please visit https://pearsonbenefitsuk.com/