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.