Job Title: Specialist, Customer Onboarding
Job Family | Go to Market |
Job Category | Customer Success |
Job Role | Customer Success |
Job Tier | IC20 |
Job Summary:
The Specialist, Customer Success (Onboarding) is responsible for delivering structured, repeatable onboarding experiences for Growth and Scale customers. This role guides customers through defined onboarding frameworks to accelerate adoption, ensure milestone completion, and support early value realization. Primary onboarding responsibilities will focus on Credly by Pearson, with scope expanding to additional Pearson products over time as needed.
You will manage a portfolio of active onboarding engagements, ensuring customers clearly understand goals, timelines, and next steps. This role is ideal for a detail-oriented executor who thrives in a fast-paced environment and is committed to delivering consistent, high-quality customer experiences and ensuring customers see value quickly.
What you will do:
Lead onboarding engagements for Scale and Growth customers, using established onboarding playbooks and frameworks.
Align customer expectations around implementation timelines, milestones, and success criteria.
Deliver product training and enablement sessions tailored to customer roles and use cases.
Monitor onboarding progress and adoption signals, addressing common risks and escalating more complex issues when necessary.
Manage multiple concurrent implementations while maintaining strong organization and timely follow-through.
Coordinate with Sales, Support, Product, and Customer Success to ensure smooth internal alignment and customer transitions.
Maintain accurate onboarding documentation, progress tracking, and CRM records.
Prepare customers for a seamless handoff to their long-term Customer Success Manager or Scaled Success program for self-service success.
What will set you up for success:
2-4 years of experience in Customer Onboarding, Customer Success, Implementation, or Project Management within SaaS or technology environments.
Ability to manage multiple customer engagements simultaneously with strong organizational skills.
Experience delivering structured onboarding or implementation programs.
Strong communication skills with confidence engaging customer stakeholders.
Detail-oriented mindset with commitment to accuracy and follow-through.
Technical aptitude and ability to translate product functionality into clear, actionable guidance.
Familiarity with Salesforce, Catalyst, or other CRM and Customer Success platforms preferred.
