Customer Success Manager

Customer success with purpose: protect retention, fuel growth, and drive real impact in higher education.

In this role, you'll own a portfolio of French-speaking partners in higher education, mostly health profession programs in medicine, nursing, and allied health. You'll guide them through their admissions cycle, protect and grow revenue, and build the kind of relationships where partners call you first and refer you to peers. That means helping partners get real value from our growing assessment suite, including Casper, our flagship situational judgment test that helps programs see the whole applicant beyond grades and GPAs, and Video Interviews, our newest tool that gives programs deeper, more authentic applicant insight at scale, as we expand what we offer and deepen how partners use it.

You'll be joining at a natural inflection point for the team. As we've grown, so has the complexity of what great Customer Success looks like at Acuity, and we're maturing the function to match. That means more structure, more proactive motion, and a sharper focus on value, risk, and expansion. Not just maintaining relationships, but understanding what's actually happening in an account and taking action to move things forward.

The work also has stakes beyond the product. The programs you support are making important decisions about who to admit and how to support students. That impact ripples outward in ways most CS roles don't.

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

What You'll Be Walking Into

Some things are already in place. You'll inherit a portfolio of established partner relationships, a product with real credibility in the market, and a team that cares deeply about the work and the people they serve.

Some things are still being built. Playbooks are maturing. Processes are being defined. The way we manage account health, structure renewals, and approach expansion is getting sharper, and you'll be part of making that happen.

That balance is intentional. This isn't a role where everything is figured out, and you're slotting into a fixed system. It's a role where your judgment, initiative, and ownership will shape how things work, not just for your portfolio, but for the team.

If you need a fully defined playbook before you can operate effectively, this will be a hard fit. If you're energized by building structure where it doesn't yet exist and seeing the results of that work, you'll find a lot of room to make an impact here.

What You'll Be Accountable ForProtecting and growing your book of business

You'll own a portfolio of partners in higher education with a focus on French-speaking programs, primarily in medicine, nursing, and allied health. Your accountability is to the outcomes of that portfolio: retention, health, and growth.

That means:

• Leading renewal conversations and ensuring partners continue to see value in the product year over year

• Identifying expansion opportunities and guiding partners toward new tools that support their goals

• Managing account health proactively, not just responding to problems, but sensing risk before it becomes churn

Being a trusted partner, not just a point of contact

Supporting French-speaking programs isn't just about language. It's about understanding the culture, context, and pressures that shape how they work. You'll build the kind of relationships where partners call you first, refer you to peers, and feel genuinely understood.

Bringing the outside in

Your partners will tell you things that matter to the business, about the product, the market, what's working, and what isn't. You'll make sure that intelligence reaches Product, Sales, and Engineering in a form that's useful and actionable.

Contributing to how we build the function

We're evolving. You'll help shape playbooks, share what you're learning, and contribute to how Customer Success at Acuity gets better over time.

What Success Looks Like (6-12 Months In)

• You're fully ramped, with renewal readiness in place and retention metrics on track across your portfolio

• Expansion conversations are embedded in your renewal motion, with upsell opportunities surfaced and pilots guided into paid adoption

• Partners in your portfolio feel genuinely understood and supported; you're hearing referrals and trust signals back

• You're recognized internally as a clear advocate for French-speaking partners, with your insights actively shaping product and GTM conversations

• You're contributing to the team, not just working alongside it

Who This Role Is (and Isn't) For

This role is built for someone who takes ownership, moves with urgency, and doesn't wait for perfect conditions to act.

You'll likely thrive here if:

• You take full ownership of outcomes, not just tasks. When something needs to happen, you drive it, and you stay engaged until there's a clear result.

• You're genuinely curious about your partners. You go beyond what's being said to understand what's really going on, and you act on what you find.

• You're comfortable in ambiguity. You've worked in environments where things weren't fully defined and found ways to move forward, communicate clearly, and keep the partner experience from suffering.

• You communicate directly and constructively. You have real examples of resetting expectations, pushing back on unrealistic asks, and delivering difficult news in a way that kept trust intact.

• You connect signals to decisions. When something changes in an account, you don't just notice it; you interpret it, form a point of view, and act on it.

• You talk about your work in terms of partner outcomes. Not just what you did, but what it meant for them and why it mattered.

This role probably isn't the right fit if:

• You tend to describe activity without reflecting on what it meant or what you learned from it.

• You default to escalating or waiting for direction when things are unclear, rather than forming a point of view and moving forward.

• You rely on a fully defined process or complete data before you feel ready to act.

• Your instinct in difficult conversations is to smooth things over rather than address them directly.

• You prefer a stable, predictable environment where the scope and expectations are well established.

What You Bring

You've done this kind of work before, whether in customer success, account management, sales, consulting, or implementation, in a high-growth SaaS or professional services environment. What matters most is what you've seen and done, not how long you've been doing it.

• You've directly owned a portfolio of customers, at least 10 at a time, in a medium or high-touch motion.

• You've been accountable for retention and growth outcomes, not just activity. You've managed renewals, expansion conversations, and customer health in a meaningful way.

• You've operated with autonomy in a remote environment, without needing to be managed closely to stay effective.

• You're fluent in French and English, genuinely bilingual, not conversational. You've supported French-speaking clients and understand that serving this market is about culture and context, not just translation.

• You've worked with a CRM and/or Customer Success platform. Salesforce and ChurnZero experience is a plus.

• You're available to support customers across North American time zones and can travel to conferences or visit partners at least once per quarter.

How We Support You

• Fair, transparent salary. The hiring salary for this role is $80,000-$85,000 CAD base, plus a $10,000 variable component tied to retention outcomes. The final offer will reflect experience, scope, market alignment, and internal equity.

• Learning that grows with you. A $3,000 annual learning budget to invest in your development.

• Shared success. Access to employee stock options, so you share in the value you help create.

• Remote-first work. Fully remote within Canada, with up to six weeks per year to work internationally.

• Time to rest and reset. Self-directed vacation (most teammates take 4-6 weeks annually), monthly Acuity Days (a collective Friday off), plus a two-week company-wide closure each December.

• Comprehensive care. Health benefits from day one for you and your dependents.

• Future-focused support. A 2% GRSP matching program to help you plan ahead.

• Support for growing families. A 16-week parental leave top-up beyond EI, available to all parents.

What Happens After You Apply

We review every application carefully, looking for people who are caring, curious, driven, and resilient. Whether you apply directly, are referred, or connect through a recruiter or hiring manager, you'll receive equal consideration.

We don't use AI to evaluate applications, though you may be automatically screened out if you don't meet baseline requirements (e.g. Canadian residency and valid work authorization). In some interviews, AI may help with note-taking, but all evaluations and decisions are made by real humans.

Our interviews are two-way conversations. We want to understand your career, abilities, and goals, and help you assess whether this opportunity and team are the right fit for you.

Steps in the Process

Our hiring process typically takes 2-4 weeks from initial conversation to final decision.

• Application Review. A real person reviews your application for potential fit.

• Intro Chat. An informal conversation with our recruiter to explore your career path, goals, and what you're looking for, while giving you a chance to learn about Acuity Insights.

• Hiring Manager Conversation. A deeper dive into your customer success experience and approach with the leader who is hiring for this role.

• Team Conversations. You'll meet 1:1 with future teammates to assess alignment and ways of working. One of these conversations will be conducted primarily in French.

• Decision. The hiring manager reviews feedback and typically makes a decision within 2-4 business days.

• Offer & Reference Checks. If it's a match, we move to offer, pending a digital reference check.

Life at Acuity Insights

We're a remote-first team of 140+ people who care deeply about our work and about each other.

Our culture is intentionally designed. As we've grown, we've made deliberate choices about how we work together, prioritizing trust, flexibility, and a sustainable pace so people can do meaningful work over the long term.

That commitment has been recognized externally. Acuity Insights has been named one of Canada's Top Small & Medium Employers for the second consecutive year, reflecting our focus on building a strong, people-first environment.

Day to day, that shows up in how we collaborate:

• High trust and autonomy in how work gets done

• Thoughtful, async-friendly communication across a distributed team

• Space for deep work, balanced with intentional moments of connection

• A culture grounded in care, curiosity, and shared purpose

As we continue to grow, we're focused on maintaining that balance, building a company where people can do their best work and grow over time, without losing what makes the environment feel human.

About Acuity Insights

Acuity Insights builds products that help higher education institutions make better decisions about people, from admissions through to development.

Our work is grounded in a simple idea: that people are more than their grades, and that potential can be understood and developed, not just measured.

Our Casper situational judgment test (SJT), created by researchers at McMaster University, has been completed by over 1 million applicants and is one of the most widely used open-response SJTs in higher education, backed by nearly 20 years of research.

Today, we are evolving our products to better connect assessment, insight, and development, helping institutions not just identify potential, but actively support its growth over time.

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