Lead Specialist, Customer Success AKA: Implementation Manager, Career Ready – K12
Customer Success | Remote (U.S.) | Full-Time
Why Join Pearson Career Ready?
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.
About the Role
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.
Key Responsibilities
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
Required Qualifications
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
Preferred Qualifications
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
Compensation at Pearson is influenced by factors including skill set, experience, and location.
The full-time salary range for this role is $80,000 - $110,000.
This position is eligible for Pearson’s annual incentive program. Information on benefits can be found here.
Applications will be accepted through 6/29/26. This window may be extended depending on business needs.
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].
Skills Required
- 3+ years in implementation, customer success, project management, or comparable client-facing role
- Experience managing multiple complex projects across clients, timelines, and configurations
- Experience developing or significantly improving customer-facing documentation, training materials, or enablement resources
- Ability to communicate clearly in written and verbal form across technical and non-technical audiences
- Strong process-building instincts and organizational discipline to create consistency across client portfolio
- Comfort operating in an early-stage environment and creating clarity from ambiguity
- 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
What We Do
We are the world’s learning company with more than 22,500 employees operating in 70 countries. We provide content, assessment and digital services to learners, educational institutions, employers, governments and other partners globally. We are committed to helping equip learners with the skills they need to enhance their employability prospects and to succeed in the changing world of work. We believe that wherever learning flourishes so do people.
