Customer Success, Retention

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🕒 May 27

🦀 Maryland – Remote

🦀 Maryland – Remote

💵 $120k - $140k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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Pearson VUE

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1994

📚 Education

🛍️ eCommerce

☁️ SaaS

Education • eCommerce • SaaS

Pearson VUE is a global leader in computer-based testing, providing a wide range of credentialing and certification exams for various industries. They support test-takers and test owners by offering resources, scheduling options, and accommodations to ensure equitable access to testing. Their mission is to empower candidates and enrich communities through the delivery of high-stakes exams that validate professional skills and knowledge, contributing to career advancement and industry standards.

📋 Description

• Define and evolve the end-to-end retention strategy across partner schools • Identify and prioritize the highest-impact drivers of retention • Translate strategy into clear initiatives, roadmaps, and measurable outcomes • Ensure alignment between retention strategy and broader business priorities • Analyze retention, persistence, and attrition trends across partner schools, cohorts, and student segments • Identify key drivers of retention and disengagement, including academic, operational, and engagement factors • Develop dashboards and reporting to provide clear visibility into retention performance and leading indicators • Establish early warning indicators to proactively identify at-risk students and schools • Lead a structured test → learn → scale approach to retention • Develop and test hypotheses on key retention drivers (e.g., onboarding, engagement, academic experience, communication) • Partner with schools and cross-functional teams to design and implement pilots • Evaluate impact and scale successful interventions across partner schools • Drive alignment on where to invest to improve retention outcomes • Influence cross-functional priorities across Enrollment, Academics, School Operations, Product, and School Success • Balance trade-offs and ensure focus on the highest-value initiatives • Act as a strategic advisor to leadership on retention performance and opportunities • Establish clear retention targets, metrics, and success measures • Build and lead an operating rhythm (e.g., reviews, dashboards, performance discussions) • Ensure accountability for retention outcomes across teams and schools • Provide visibility into performance, risks, and opportunities • Enable partner schools with insights, tools, and actionable guidance to improve retention • Identify patterns and replicate best practices across the network • Balance standardization with flexibility to meet local school needs • Leverage analytics to inform strategy and decision-making • Ensure retention insights are translated into clear actions and priorities • Partner with analytics teams to enhance visibility into retention drivers and leading indicators • Measurable improvement in student retention and persistence across partner schools • Clear, prioritized retention strategy aligned to business goals • Increased effectiveness of retention initiatives through testing and scaling • Strong cross-functional alignment and accountability for retention outcomes • Improved visibility into retention performance and drivers

🎯 Requirements

• 8–12+ years of experience in strategy, operations, analytics, or related roles • Background in consulting or comparable environments with strong analytical and problem-solving rigor, along with industry experience—ideally in consumer or customer-centric businesses • Proven track record of driving cross-functional initiatives and influencing senior stakeholders • Experience leading strategy development and execution at scale • Strong analytical foundation with ability to translate data into action.

🏖️ Benefits

• This position is eligible for Pearson’s annual incentive program.