The Advanced Specialist, Customer Success (Onboarding) serves as an Onboarding Manager responsible for leading outcome-driven onboarding engagements, including Enterprise-level customers. This role ensures customers achieve early value through structured implementation, clear milestone tracking, and strong stakeholder alignment. Primary onboarding responsibilities will focus on Credly by Pearson, with scope expanding to additional Pearson products over time.
You will translate customer business objectives into actionable onboarding plans, coordinate cross-functional execution, and guide customers through complex implementations with clarity and confidence. This role requires strong project management, executive-ready communication, and the ability to navigate multi-stakeholder environments while accelerating time-to-value.
What you will do:
- Own the end-to-end onboarding experience for new customers, focused initially on Credly, including complex Enterprise implementations with multiple stakeholders and use cases.
- Translate customer business objectives into structured onboarding plans that include defined milestones and success metrics.
- Lead kickoff meetings and checkpoints to ensure clarity and accountability.
- Deliver tailored training and enablement programs aligned to customer roles, governance structures, and product configurations.
- Monitor product usage, adoption milestones, and onboarding KPIs to proactively identify risks and drive corrective action.
- Coordinate cross-functional teams (Sales, Product, Engineering, Support, and Customer Success) to ensure smooth delivery and issue resolution.
- Document all onboarding progress, value milestones, and transition criteria to support a seamless handoff to the long-term Customer Success Manager.
- Contribute insights and feedback to improve onboarding processes, documentation, and scalable enablement assets.
- Continuously evolve onboarding and enablement programs based on customer feedback, product updates, and industry best practices.
What will set you up for success:
- 3+ years of experience in Customer Onboarding, Implementation, Customer Success, or Project Management within SaaS, EdTech, or enterprise technology environments.
- Experience leading complex or Enterprise-level onboarding engagements with multiple stakeholders.
- Strong project management skills with the ability to manage multiple implementations.
- Ability to align product usage with business outcomes and measurable value.
- Executive-ready communication skills and able to facilitate structured customer meetings with confidence.
- Strong organizational and documentation skills with attention to detail and follow-through.
- Ability to simplify complex concepts into actionable steps.
- Experience using Salesforce, Catalyst, or other CRM and Customer Success platforms preferred.
Your Rewards & Benefits
Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York State, New York City, Vermont, Washington State, and Washington DC laws, the pay range for this position is as follows:
The minimum full-time salary range is between $80,000 to $95,000.
This position is eligible to participate in an annual incentive program, and information on benefits offered is here.
Applications will be accepted through April 5, 2026. This window may be extended depending on business needs.