Lead Specialist, Customer Success

Lead Specialist, Customer Success AKA: Implementation Manager, Career Ready – K12

Pearson is one of the world's leading learning companies, helping people of all ages make measurable progress in their lives through education. Career Ready is the team inside Pearson focused on one of the most urgent challenges in K12: making sure students graduate with the skills, credentials, and direction they need to pursue real careers.

This is a small, entrepreneurial team that is growing quickly and operating with the backing of a global company. We are building innovative products that will impact how hundreds of thousands of students experience career readiness education. The people joining now will have shaped both the product and the team that delivers it. If you want ownership, scope, and work that matters, this is the right place to find it.

The Implementation Manager is the primary point of contact for school districts from the moment they sign with Pearson through active, sustained use of our K12 career readiness products. You are accountable for both sides of adoption: making sure the technical setup is right and making sure every user, from district administrators to classroom teachers, feels confident and capable from day one.

This is also a foundational role. Our implementation practice is early stage, and we are working to create an infrastructure that scales great customer experiences. You will play a central role in building it: the playbooks, onboarding guides, training materials, reference documentation, and support resources that will define how every future district comes onto our platform. This is a founding role on a team that will grow as our product and customer base scale.

The ideal candidate combines strong project management instincts with a genuine interest in education, can navigate a conversation with a district IT administrator and a CTE director in the same day, and is energized rather than intimidated by the opportunity to build from scratch.

Implementation and onboarding: own the district experience from contract to adoption.

• Manage the end-to-end implementation process for a portfolio of school district accounts, from signed contract through initial platform adoption

• Lead kickoff calls and project planning sessions with district stakeholders, establishing clear ownership, timelines, and success criteria

• Build phased implementation plans tailored to each district's configuration needs, grade levels served, and relevant state CTE or career readiness requirements

• Coordinate technical setup with district IT staff, including data integration, SSO configuration, and roster management

• Deliver role-specific training for administrators, CTE directors, and teachers, adapted to each district's context and pace

Playbook and resource development: build the infrastructure that scales customer success.

• Design and build the foundational implementation playbook: a repeatable, scalable process for onboarding new districts that the team can use and improve over time

• Develop a library of customer-facing resources, including onboarding guides, product reference materials, training decks, quick-start guides, and administrator how-to documentation

• Create role-specific enablement materials for each district user type so every audience has what they need to use the platform confidently

• Build internal-facing resources for the Customer Success team, including handoff templates, implementation checklists, escalation frameworks, and account review guides

• Maintain and update all materials as the product evolves, ensuring resources stay accurate and useful over time

Ongoing customer success: keep districts healthy and growing after go-live.

• Serve as the primary ongoing contact for each district in your portfolio, maintaining regular check-ins and proactive outreach

• Monitor platform adoption across accounts, identify gaps early, and develop targeted plans to address them before they become risks

• Communicate product updates and new features to district contacts, ensuring users understand and can act on changes to the platform

• Triage and escalate technical issues or support needs to internal teams, and follow through until each issue is resolved

• Document account status, action items, and milestones in Salesforce to maintain shared visibility across Customer Success, Sales, and Product

Cross-functional partnership: represent the customer inside Pearson.

• Translate district feedback and implementation patterns into actionable input for Product and GTM teams

• Partner with Product to surface implementation patterns, district feedback, and feature gaps that inform the platform roadmap

• Contribute to process improvement across Customer Success as the team and product scale

• 3+ years of experience in implementation, customer success, project management, or a comparable client-facing role, preferably in K12 EdTech or education services

• Demonstrated ability to manage multiple complex projects simultaneously across different clients, timelines, and configurations

• Experience developing or significantly improving customer-facing documentation, training materials, or enablement resources

• Ability to communicate clearly across a wide range of audiences, from district IT staff to classroom educators, in both written and verbal form

• Strong process-building instincts and the organizational discipline to create consistency across a varied and growing client portfolio

• Comfort operating in an early-stage environment where structure is still being built and the ability to create clarity from ambiguity is as important as executing against a defined playbook

• Experience with Salesforce or a comparable CRM platform

• Direct experience working with K12 school districts, CTE programs, or college and career readiness initiatives

• Familiarity with industry-recognized credentialing, digital courseware, or career pathways frameworks

• Experience coordinating technical onboarding requirements such as SSO configuration or data integrations with district IT teams

• Background in creating structured learning or enablement content for diverse user audiences