Customer Success Manager

Customer Success Manager

Help Universities Discover Human Potential. Become a Trusted Partner.

The best customer relationships begin with trust: understanding what a partner is trying to achieve, helping them work through difficult challenges, and showing up with insights when it matters.

At Acuity Insights, those conversations happen in a uniquely meaningful context. We partner with higher education institutions making some of the most important decisions they'll make: who gets the opportunity to enter a profession, how potential is understood beyond grades alone, and how learners are supported throughout their journey.

As our next Customer Success Manager, you'll build trusted partnerships with admissions leaders, educators, and program teams, helping them realize the full value of our products while uncovering new opportunities to deepen those relationships over time.

This is a Customer Success role where helping customers realize long-term value naturally leads to renewals, growth, and lasting partnerships. The difference is how you get there. Our strongest partnerships grow because customers trust our guidance, see meaningful outcomes, and choose to deepen their relationship with us over time.

If you enjoy turning thoughtful conversations into trusted partnerships and meaningful growth, you'll find work here that reaches far beyond the account itself.

This is a fully remote role open to candidates based anywhere in Canada.

Before you apply: Thoughtful use of AI is encouraged. If you use it to support your application, please make sure it helps communicate your experience clearly and accurately. The strongest applications are authentic, original, and unmistakably yours.

The Work You'll Do

In your first few weeks, you'll immerse yourself in our customers' world. You'll learn how admissions and learner development work across higher education, get to know the institutions in your portfolio, and build a deep understanding of the challenges they're trying to solve.

You'll gradually take ownership of your portfolio, giving you the opportunity to understand each institution, build meaningful relationships, and grow your confidence before independently managing your full portfolio. You'll have the autonomy to own your customer relationships while knowing you'll always have experienced teammates to collaborate with as you begin leading customer conversations, supporting renewals, and identifying opportunities to create value for the institutions you support.

You'll support a diverse portfolio of higher education institutions across North America, building long-term relationships with admissions leaders, educators, and program teams. While much of your work happens remotely, you'll also have opportunities to meet customers in person through campus visits, conferences, and industry events because some of the strongest partnerships are built face to face. Your workday will naturally align with the time zones of the customers you support.

As your confidence grows, you'll become a strategic partner to your customers. You'll lead renewal conversations, identify opportunities for growth, and help institutions navigate new challenges as their needs evolve. You'll connect customer needs with the broader capabilities of Acuity, helping institutions get more value from the solutions they use today while identifying opportunities where we can support them in new ways.

You'll also join us at an exciting point in the evolution of Customer Success at Acuity. We're intentionally building a more strategic, and customer-centered approach to partnering with our institutions. You'll help shape that evolution by working closely with Sales, Product, and cross-functional teams to strengthen the customer experience and contribute to the next chapter of Customer Success.

What You'll Help Make Possible

The relationships you build will have an impact far beyond your own portfolio. You'll help higher education institutions get more value from their partnership with Acuity while contributing directly to our growth and the continued evolution of Customer Success.

Build partnerships customers want to grow. Develop trusted, long-term relationships that help institutions achieve meaningful outcomes and choose to continue growing with Acuity year after year.

Help customers solve bigger challenges. Understand where your customers are headed and connect them with the products, insights, and support that help them achieve their goals. Growth follows because you're creating genuine value, not pursuing opportunities for their own sake.

Bring the voice of the customer into Acuity. Share customer insights across Product, Sales, Marketing, and other teams, helping shape better products, stronger customer experiences, and smarter business decisions.

Help define the next chapter of Customer Success. As Customer Success continues to evolve at Acuity, you'll contribute ideas, refine playbooks, and help shape a more strategic, commercially accountable, and customer-centered function.

The impact of your work will be visible in stronger customer relationships, healthier renewals, meaningful commercial growth, and institutions that continue choosing Acuity as a trusted partner. More importantly, every partnership you strengthen helps educators make better decisions about people and gives more learners the opportunity to be seen for their full potential.

What Success Looks Like

Success in this role isn't about quick wins. It's about earning trust, creating momentum, and delivering meaningful outcomes for both your customers and the business.

In your first three months, you'll have built a strong understanding of your customers, their goals, and the challenges they're working to solve. You'll be confidently managing your initial portfolio with support from your team, establishing a healthy renewal rhythm, and beginning to identify opportunities to deepen customer partnerships over time.

By the end of your first year, you'll be a trusted advisor to your customers, confidently leading renewals, navigating complex conversations, and contributing directly to retention and revenue growth. You'll have helped customers adopt new capabilities where they create meaningful value, strengthening both their success and Acuity's.

Throughout the year, you'll build strong habits around customer health, proactive communication, and thoughtful account planning. Your customers will know they can count on you, your teammates will value your perspective, and your insights will help shape decisions across Customer Success, Product, Sales, and beyond.

As Customer Success continues to evolve, you'll contribute ideas, refine playbooks, and help shape how we continue raising the bar. You'll be part of a team that's building a more strategic, commercially accountable, and customer-centered approach to partnering with our customers.

Who You'll Work With

You'll report to the leader of our Assessments Customer Success function, joining a team that's intentionally evolving how we partner with customers.

Customer Success is deeply collaborative at Acuity. You'll work closely with colleagues across the business to create a seamless experience for our customers and help shape how we grow.

Sales, to ensure smooth handoffs, align on growth opportunities, and create a consistent customer journey.

Product, to bring customer insights into roadmap conversations and help shape the future of our products.

Marketing, to share customer stories, identify emerging needs, and strengthen how we communicate the value of our solutions.

Support Operations, to remove friction quickly, coordinate through critical customer moments, and ensure institutions have confidence in every interaction with Acuity.

The best ideas rarely come from one team alone. Some of your biggest contributions will come from connecting people, bringing the voice of the customer into the business, and helping teams make better decisions because of those insights.

How You'll Succeed Here

There's no single profile for success in this role. But the people who thrive here tend to share a few things in common. They're curious, thoughtful, strategically minded, and genuinely invested in helping their customers succeed.

You stay curious. You want to understand the problems your customers are trying to solve, not just the products they use. You ask thoughtful questions, connect information from different sources, and uncover opportunities others might miss.

You build expertise. You enjoy learning. Whether it's our products, admissions processes, or the higher education landscape, you know that the best customer conversations are grounded in deep understanding, not surface-level knowledge.

You take ownership. You see your portfolio as something you own, not something you manage. When something is unclear or still evolving, you move work forward, follow through, and stay engaged until there's a clear outcome.

You communicate with clarity and confidence. You're thoughtful, direct, and comfortable having difficult conversations when they're needed. You create clarity, build trust, and help people move forward together.

You thrive in change. You're energized by growth and comfortable working in an environment that's continually evolving. You adapt quickly, stay resilient when priorities shift, and use new tools, including AI, thoughtfully to work more effectively and better support your customers.

You balance customer success with commercial thinking. You understand that lasting customer relationships and strong business outcomes go hand in hand. You're comfortable leading renewals, identifying opportunities for growth, and helping customers invest where they'll see genuine value.

Experience That Will Help You Hit the Ground Running

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