• Map and optimize the post-sales lifecycle, including professional services handoffs, implementation milestones, and renewal workflows. • Maintain and enhance our CS tech stack (e.g., Salesforce, Planhat, Zendesk), ensuring tools are configured to support day-to-day workflows. • Build and audit dashboards that track key performance indicators (KPIs) such as Net Dollar Retention (NDR), Time-to-Value (TTV), CSAT/NPS, Customer Health Score, and Customer Product Adoption. • Perform regular audits of customer data within the CRM to ensure accurate health scoring, renewal dates, and contract values. • Provide data and analysis for CS Leadership and Rev Ops, turning insights into actions and process improvements. • Develop automated playbooks to alert the team of upcoming renewals or expansion opportunities, ensuring no revenue falls through the cracks. • Streamline ticket routing and project management tracking to improve efficiency for our Support and Professional Services teams. • Create and maintain internal "how-to" guides for CS processes to ensure team-wide consistency and seamless onboarding for new hires. • Evaluate, recommend, and implement new technologies to support CS strategy and growth.

• Develop a deep understanding of each customer's business objectives, challenges, and success metrics. • Serve as the primary point of contact for customers and agency partners, responding to inquiries and resolving issues promptly in both Mandarin and English. • Proactively engage with customers and agency partners to drive adoption, usage, and value realization of our platform. • Partner with the publisher development team to match customers with good fit affiliates in the Levanta marketplace to help expedite revenue activation and maintain ongoing success on the platform. • Collaborate with sales teams to identify opportunities for upselling or cross-selling additional products/services. • Conduct regular check-ins with customers to review progress, address concerns, and identify areas for improvement. • Advocate for customers and agency partners internally, providing feedback to our product team to drive product enhancements and improvements. • Monitor customer health and satisfaction metrics, taking proactive steps to mitigate churn and increase retention rates. • Develop and maintain a thorough understanding of our platform, industry trends, and best practices to effectively advise customers.

• Active management of a portfolio of medium-sized customers — from onboarding through adoption to long-term partnership • Development of individual Energy Champion roadmaps for each customer — aligned with regulatory requirements (e.g., EED, ISO 50001, EnMS obligations) and the customer's ambition for energy cost optimization, in harmony with the use of the ecoplanet Cockpit • Conducting business reviews and translating platform capabilities into measurable customer outcomes • Close collaboration with customer-side energy leads — you will be their primary sparring partner • Internal voice of the customers — you provide structured insights to Product, Sales and Leadership • Building and further developing a small CSM team and contributing to the design of scalable playbooks • Identifying expansion/upsell potential in the existing customer base in close coordination with the Sales team

Customer Success Manager At Pearson, we are committed to a world that is always learning and to the people who make that possible. From foundational learning through career advancement, we help learners build the skills and confidence they need to thrive in a rapidly changing economy. We are reimagining how education and workforce readiness come together—creating innovative solutions that help institutions expand access, improve outcomes, and better serve learners across every stage of life. As a part of our Career Ready portfolio of products, Certiport helps learners gain knowledge and develop skills necessary to achieve academic and professional success. Through learning materials and industry-recognized certification exams, Certiport is the market leader in preparing learners with demonstrable skills that are in high demand in the workplace. About the Role We are seeking a proactive and empathetic Customer Success Manager (CSM), Certiport to ensure the success of our K – 12 school district customers throughout their journey with Certiport. The CSM will be responsible for guiding new customers through our onboarding process and ensuring that clients are achieving their goals throughout their customer journey. As a CSM, you will work cross-functionally with Sales, Sales Operations, Product, and Support teams to deliver a high-impact customer experience. This role is ideal for someone passionate about education and technology who excels in client engagement, cross-functional coordination, and continuous improvement. You will be a trusted partner to our clients—helping them unlock value, navigate change, and realize success from day one. Key Responsibilities - Lead and execute the end-to-end onboarding process for new school districts - Set clear expectations, timelines, and deliverables with customers to ensure a smooth rollout of the Certiport platform and products to ensure customer goals are met - Develop and manage structured success plans that support customers at each phase of their lifecycle - Serve as the primary point of contact post-sale, leading onboarding and implementation while ensuring customers are set up for success throughout their journey .[SV1] [EW2] - Act as the voice of the customer with internal teams - Monitor usage patterns, satisfaction metrics, and engagement signals to proactively address risks, provide first-line technical support, and ensure successful - Partner with Sales to support renewals, expansions, and account growth Education & Experience - Bachelor’s degree in Education, Business, or related field required. - 3–5 years of experience in customer success, client services, or account management—preferably in the EdTech, SaaS, or education sectors. - Experience supporting K–12, higher education, or corporate learning environments a plus. Skills & Attributes - Exceptional communication and interpersonal skills with a strong client-first mentality. - Demonstrated ability to manage multiple projects and customer relationships simultaneously. - High proficiency in CRM and customer success platforms (e.g., Salesforce). - Comfort with technology platforms and willingness to learn new tools quickly. - A proactive, problem-solving mindset and the ability to manage multiple priorities with composure - Technologically fluent and quick to learn new platforms and systems. - A curious and positive intent mindset with an eagerness to explore, learn, and understand. Compensation at Pearson is influenced by factors including skill set, experience, and location. The full-time salary range for this role is $55,000 - $70,000 annually. This position is eligible for Pearson’s annual incentive program. Information on benefits can be found here. Applications will be accepted through March 31, 2026. This window may be extended depending on business needs.