Customer Success

Overview

Job Title: Customer Success - English Language Learning (India)

Description: This role aligns to industry-level titles such as Customer Success Manager or CRM

As an Enterprise Customer Success Manager (CSM) based in India, you will play a key role in driving the success of Pearson’s most strategic enterprise customers in the region. This role will initially focus on supporting Tata Consultancy Services (TCS) and will expand over time to include additional large enterprise customers such as HCL, Cognizant, and other global IT and services organizations.

You will be responsible for ensuring adoption, engagement, and measurable impact of Pearson’s English Language Learning (ELL) solutions—including Versant, Mondly, and Communication Coach—across complex, multi‑stakeholder enterprise environments. You will work closely with global and regional Sales, Delivery, Product, Support, and Marketing teams to deliver value, support renewals, and identify opportunities for expansion.

This role requires a strong enterprise customer success mindset, experience navigating large organizations, and the ability to operate effectively across geographies and time zones.

• Strategic Account & Partnership Management
• Serve as the primary Customer Success contact for strategic India‑based enterprise customers.
• Build and maintain trusted relationships with stakeholders across L&D, HR, Talent, and business leadership teams.
• Ensure alignment between customer objectives and Pearson’s ELL solutions and roadmap.

• Partner with the Delivery team to ensure smooth onboarding and rollout of ELL solutions.
• Drive adoption and engagement across large, distributed user populations.
• Support customers in embedding Pearson solutions into existing learning and talent workflows.

• Advise customers on optimizing their language assessment and learning programs using Pearson’s ecosystem.
• Identify opportunities for program expansion, innovation, and deeper integration across regions and business units.
• Support pilots, phased rollouts, and scale‑up initiatives.

• Act as the voice of the customer within Pearson, ensuring feedback, challenges, and insights are shared with internal teams.
• Collaborate with Product teams by providing customer‑led insights to influence product improvements and roadmap priorities.

• Develop and maintain Success & Growth Plans aligned to customer goals and KPIs.
• Monitor customer health, usage, and engagement metrics using internal CS tools.
• Proactively identify risks and drive mitigation plans to ensure high satisfaction and retention.

• Partner with Sales to support renewals and expansion opportunities.
• Identify upsell and cross‑sell opportunities by aligning customer needs with Pearson’s evolving ELL portfolio.
• Contribute to account planning and executive business reviews.

• Work closely with Sales, Delivery, Support, Product, and Marketing teams to ensure consistent, high‑quality customer experiences.
• Partner with Support during escalations to ensure timely resolution and clear communication.
• Coordinate with global CS colleagues to ensure alignment across regional and global customer engagements.

• Proven experience in Customer Success, Account Management, or similar roles supporting enterprise‑level customers.
• Experience working with large, complex organizations (IT services, consulting, or global enterprises preferred).
• Strong understanding of digital learning, assessments, workforce development, or HR technology environments.
• Excellent stakeholder management, communication, and relationship‑building skills.
• Ability to navigate matrixed organizations and influence stakeholders at multiple levels.
• Data‑driven mindset with experience using customer success and analytics tools.
• Comfortable working across time zones in a fast‑paced, evolving environment.
• Experience working with global customers and internal teams is a strong plus.

This role is foundational to Pearson’s growth strategy in India and APAC,…