Customer Success

Join Our Team!

Pearson is the world’s leading learning company. Our Pearson Assessment for Learning Suite (PALS) is a comprehensive portfolio of K-12 school assessment solutions including formative and interim academic assessments, academic and social/emotional wellness screeners, and MTSS solutions. Our Partner Success team supports the healthy and successful implementation of this full suite of products across the country!

About The Role

As a Success Partner, you will support a regionally assigned portfolio of midsize school district accounts. You will own the implementation experience for your accounts “end to end” across all PALS products.

Your core charge is to grow Pearson’s School Assessment customers into true partners.

We believe we achieve that by adopting and honoring these three pillars:

• Maximize the value of the product
• Cultivate ease in the partnership
• Nurture joyful loyalty to the Pearson brand

Importantly, you will be joining a new Success team that is still founding. If you are looking for a mature, well-established Success org, this will not be the right fit for you. The right candidates will enjoy contributing to building something new, and will bring ideas, experience, and expertise that can be drawn on to inform and shape our systems and practices.

Key Responsibilities Implementation Strategy

• Develop a tailored implementation strategy for each partner that integrates our “gold-standard” implementation milestones for each product with the account’s unique instructional, assessment, and technology priorities and ecosystem.
• Develop clear goals for the account’s implementation, and build shared investment in a healthy successful implementation, so that everyone knows what “success” looks like and you can guide the account through the year accordingly.

Onboarding

• Guide partners through roster data integrations, platform configurations, and compliance requirements for all products, so everything is set up just right!
• Facilitate all onboarding activities prior to “go live” skillfully, communicating clearly and proactively with the account and cross-functionally inside of Pearson, enabling rapid completion of key adoption milestones.

Nurture

• Leverage data systems and communication cadences to proactively monitor the health of your accounts, drive product adoption and value, reduce churn, and build brand loyalty.
• Engage accounts who are at risk or disengaged in recovery strategies to foster partnership, drive adoption, and improve overall account health.
• Travel up to 4 nights per month for onsite activity supporting key implementation milestones or conference attendance alongside your accounts.

Collaboration for Account Success

• Partner closely with cross-functional teams within Pearson School Assessment, including Product, Technology, Marketing, Sales, Professional Development, and Support to ensure a seamless customer journey.
• Value cross-functional collaboration and actively contribute to multi-directional feedback loops that strengthen our business and the customer experience.

Insights & Innovation

• Skillfully connect product usage and impact data into actionable insights with a meaningful story for partners, grounded in their implementation goals and strategy.
• Operate with a focus on systems and scalability that optimize the customer experience, business efficiency, and industry leadership.

Success Partner Competencies and Leveling

Skills

We understand that competencies are broader than mere knowledge or skills – they reflect how someone applies what they know (knowledge) and what they can do (skills) in real-world situations. Our team had adopted a framework of seven competencies, with five performance levels, to evaluate our performance, identify priority areas for improvement, and drive coaching. Our Partner Success competencies are:

• Product & Industry Expertise
• Deep knowledge of PALS products, technical requirements, and industry trends.
• World-Class Partnership & Relationship Management
• Build trust-based, enduring partnerships and multi-stakeholder relationships.
• Communication & Influence
• Deliver clear, compelling, collaborative communications and advocate for partners internally and externally.
• Strategic & Systematic Thinking
• Design scalable processes, anticipate challenges, and apply data literacy to support decision-making.
• Accountability & Results Orientation
• Deliver reliably, prioritize effectively, and proactively manage risks.
• Adaptability & Growth Mindset
• Adjust to shifting contexts, integrate feedback, and demonstrate a resilient perspective in ambiguity.
• Insights, Innovation & Business Acumen
• Translate data into insights, lead ROI conversations, and drive innovation.

The Performance Levels For Our Competencies Are

Beginning> Learning> Practicing> Mastering> Leading.

Our Success Partners are expected to build toward Mastering on all competencies but may have a few competencies at the Practicing level.

Who We’re Looking For Must Haves

• Experience as a K-12 educator in US public schools.
• Demonstrated use of formative, interim, or screener/MTSS assessment data to impact student outcomes at the classroom, school, or district level.
• Commitment to getting it right, not being right; low ego, high agency.
• Appreciation for the full customer journey and cross-team collaboration.
• Strong personal organization and time management skills.
• Exceptional warmth and relationship-building skills.
• Ability to communicate with customers in a world-class manner that nurtures value, joy, and loyalty, while protecting Pearson’s business interests.
• Meticulous attention to detail in technical and configuration tasks.
• Willingness to travel as needed (up to 4 nights/month expected).

Preferred

• Experience in EdTech and/or Customer Success.
• Familiarity with Salesforce, Microsoft O365 Suite, Smartsheet,
• Existing knowledge around One Roster data specs, authentication and identity management providers, and other roster data integration technologies.
• Understanding of assessment measurement models.
• Location in or near key Pearson hubs (Denver, Austin, Cedar Rapids, etc.) is a plus.

What You Can Expect From Us

• Strong coaching relationship with your manager and robust support for development.
• Opportunities to contribute and lead as our team matures.
• A culture prioritizing operational excellence, impact, and fun.
• Remote-first flexibility, with access to Pearson office spaces as desired.
• Deep respect for inclusion, representation, and belonging.
• Competitive compensation and benefits, including medical, dental, vision, 401K, stock options, parental leave, education reimbursement, wellness resources, and more.

Who We Are

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected].

Job: Customer Success

Job Family: GO TO MARKET

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 22065

#location