Customer Success Manager – Clinical International

UK, Remote 

Permanent 

 

Are you ready to lead a dynamic team, drive operational excellence, and revolutionize customer success? Pearson Clinical International is seeking an exceptional Customer Success Manager – Clinical International to join our mission of enhancing learning and healthcare outcomes worldwide.

About the Role

As the Customer Success Manager – Clinical International, you will shape the effectiveness and efficiency of our Customer Success team across international markets. Reporting to the Sales Operations Director, Clinical International, you’ll oversee processes, data insights, and licensing operations for our innovative digital platforms, Q-interactive and Q-global.

You’ll be a strategic partner, a data-driven innovator, and a leader passionate about delivering exceptional service to our internal and external customers, including global partners.

Key Responsibilities

Data & Reporting:

Deliver insightful reports on platform metrics, renewal rates, and business potential using tools like Salesforce and Tableau. Analyse platform performance and identify actionable strategies to drive renewals, upsell opportunities, and customer satisfaction. Leverage AI to enhance customer success efficiency and deliver data-driven insights into platform trends. Maintain accurate forecasts of monthly and future performance.

Processes & Innovation:

Optimize the customer journey by defining touchpoints for retention and upsell opportunities. Develop best practices for onboarding digital customers and distribution partners. Manage licensing and permissions activity, ensuring adherence to KPIs. Create and automate external communication strategies in collaboration with Marketing. Mitigate risks by identifying at-risk renewals and designing playbooks for engagement. Provide a voice of the customer to influence product and service improvements.

Leadership & Team Development:

Manage and mentor a high-performing team, fostering a culture of excellence and innovation. Facilitate ongoing learning opportunities and promote professional development within the team. Align team structure with evolving business needs and forecast future hiring requirements.

Systems & Technology:

Ensure access to digital platforms and Pearson systems supports team effectiveness. Collaborate on future digital platform convergence projects and metric integration.

What We’re Looking For

We’re seeking a self-starter who thrives in dynamic environments and embodies operational excellence.

Key Qualifications and Traits:

Strong experience in Customer Success, preferably within digital platforms or healthcare. Proficiency with data tools such as Tableau and Salesforce. A passion for leveraging data and AI to innovate customer experiences. Excellent organizational, analytical, and communication skills. Proven ability to adapt and thrive in a changing environment. Leadership experience with a focus on mentoring, coaching, and team development. A creative problem-solver who continuously seeks improvement opportunities.

What’s in It for You?

The chance to build and define a pivotal role in a global organization. The opportunity to innovate and shape the future of Customer Success in Clinical markets. A supportive, collaborative team culture committed to personal and professional growth. Competitive compensation and benefits tailored to international markets.

Key Projects You’ll Lead:

Measuring the effectiveness of Success playbooks and processes. Optimizing customer health dashboard insights. Developing streamlined sales-to-success handover processes. Creating best practice digital customer and partner onboarding frameworks.

Apply Now!

We know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know one size doesn’t fit all, so our workplace programs meet the different needs of our diverse teams, and their families, too. 

Your dedicated talent partner will go through these with you in detail. 

If you’re passionate about enhancing customer success, leveraging data, and leading a high-performing team, we’d love to hear from you!

Take the next step in your career with Pearson and make a global impact.