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Pearson Customer Success Manager in London, United Kingdom

Customer Success Manager

Faethm by Pearson is scaling! We're looking for a London-based (hybrid working) Customer Success Manager to join our team in the Workforce Skills Division. We have recently joined forces with Pearson, the world’s largest learning company. Operating as a scale-up within a larger company, Faethm will continue to evolve as we leverage the resources and offerings of our new parent company.

Faethm by Pearson's objective is to keep every worker, everywhere, employable . Our AI-powered SaaS platform helps clients navigate the Future of Work and the impact of technology on any economy, industry, organisation, or job and suggests viable transition pathways for impacted employees into 'future proof' career pathways.

As a Customer Success Manager, you will be working closely with Data Analysts to lead the post-sales customer experience including onboarding, strategic analysis, ongoing platform usage, account growth and renewal.

The key to success in this role is the ability to build strong relationships with stakeholders and act as their trusted advisor whilst assisting in turning insights into action.

What you will do:

  • Manage a small number of Enterprise customers, being responsible for end-to-end customer journey: onboarding, platform demo and adoption, value creation, and renewal

  • Support customers in providing insights from Faethm data that can be turned into actionable initiatives and projects

  • Build strong customer relationships and actively engage with senior and executive stakeholders across your key accounts

  • Support preparation and delivery of insights for clients’ internal meetings

  • Execute and develop strategies that drive product adoption and support customers on their Future of Work initiatives, covering strategic workforce planning, talent acquisition, career mobility etc. 

  • Collaborate with fellow Customer Success Managers to further build out global Customer Success function

  • Aim to increase regional renewal rates, foster customer growth and support sales activities for new products 

  • Contribute to Faethm’s customer-centred approach by collaborating with internal stakeholders (Product, Data Science, Sales & Marketing) with regular customer updates, reporting metrics and insights on the customer experience and feedback

To be successful in this role you'll ideally have:

  • 4 years plus experience in a client-facing role utilising analytics and data to provide valuable insights.

  • Growth mindset, ability to work in an unstructured scale-up environment and strong willingness to bring new initiatives and creative ways of thinking

  • Experience working with and presenting to senior and C-level stakeholders

  • Strong written and verbal communication and presentation skills

  • Track record of driving customer success (e.g., client satisfaction, renewals) within complex environments incl. working across various role levels and industries. 

  • Prior experience or exposure to strategic human capital management initiatives is a plus

While we have identified the initial responsibilities of the role, be pre-prepared for this role to evolve as products, customers, and analytics grow.

Faethm is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees. We love career changers, so if you have the requisite skills—please apply!

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here:

Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience.

We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity.

The information you provide will stay confidential, and be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.


Organization: Workforce Skills

Schedule: FULL_TIME

Req ID: 6189