Customer Education Strategist

Job Title: Customer Education Strategist

Reports To: VP, Customer Success

Job Summary

The Customer Education Strategist is responsible for designing and delivering the content and training programs that support our customer onboarding experience. This role builds scalable, modular learning resources, such as videos, guides, playbooks, and e-learning modules, that help Scale and Strategic customers quickly and adopt Pearson solutions with confidence.

This is a hands-on role that combines strategic ownership of the customer education program with the ability to create high-impact, customer-facing content. The ideal candidate brings strong instructional design experience, cross-functional collaboration skills, and a passion for simplifying complex information.

What You Will Do

Content Strategy & Development

• Design and deliver modular, reusable education materials that support onboarding, product adoption, and customer self-sufficiency
• Maintain and evolve the online Academy and Help Center to support a consistent, self-serve experience across customer segments
• Translate subject matter expert input and product information into clear, outcome-driven learning experiences

Onboarding Enablement & Customer Engagement

• Collaborate with Customer Success, Onboarding, and Product teams to ensure education materials align with onboarding workflows and product milestones
• Support the promotion of new content through monthly newsletters, in-app announcements, webinars, etc
• Facilitate occasional live training or customer spotlight sessions, with a focus on creating assets that can be scaled or repurposed

Program Impact & Continuous Improvement

• Monitor content engagement, learning analytics, and customer feedback to assess effectiveness and improve onboarding outcomes
• Use support data, product release information, and adoption trends to inform content priorities and roadmap
• Contribute to the long-term evolution of customer education strategy, including team growth and new engagement formats

What Will Set You Up for Success

• Experience in customer education, instructional design, content strategy, or a related field
• Strong foundation in instructional design principles and experience creating scalable learning materials for SaaS or complex products
• Hands-on experience with e-learning and content tools (Articulate Rise, Camtasia, Adobe Premiere, Canva, LMS platforms)
• Strong writing, editing, and visual communication skills with attention to clarity and accessibility
• Ability to work cross-functionally and manage multiple projects in a fast-paced environment
• Experience using content analytics or learning metrics to inform program improvements

Preferred

• Experience in the SaaS industry or with digital credentialing solutions
• Familiarity with change management or customer adoption strategies
• Comfort working with global teams and diverse customer audiences

Success Metrics

• Reduction in time-to-value for new customers
• Increased engagement with onboarding content and academy resources
• Reduction in support and CSM involvement during early-stage onboarding
• Positive learner satisfaction and feedback scores

Applications will be accepted through 9/12/25. This window may be extended depending on business needs.

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York State, New York City, Vermont, Washington State, and Washington DC laws, the pay range for this position is as follows:

The minimum full-time salary range is between $80,000 - $90,000.

This position is eligible to participate in an annual incentive program, and information on benefits offered is here.

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

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 TalentExperienceGlobalTeam@grp.pearson.com.

Job: Customer Success

Job Family: GO\TO\MARKET

Organization: Enterprise Learning & Skills

Schedule: FULL\_TIME

Workplace Type: Remote

Req ID: 20842

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