Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Establish reliable partnerships with admissions leaders, educators, and program teams within higher education institutions.

• Understand customers’ admissions processes, learner-development frameworks, institutional objectives, and challenges.

• Manage a portfolio of higher education institutions throughout North America.

• Oversee customer relationships and facilitate customer discussions.

• Assist in customer adoption, renewals, and the realization of long-term value.

• Drive renewal discussions and uncover opportunities for account expansion.

• Align customer requirements with Acuity’s products, insights, and support services.

• Relay customer feedback to Product, Sales, Marketing, and other cross-functional teams.

• Offer suggestions, enhance playbooks, and contribute to the development of Acuity’s Customer Success function.

• Ensure customer well-being through proactive communication and strategic account planning.

• Work in tandem with Sales to facilitate handoffs and identify growth prospects.

• Collaborate with Product on discussions regarding the roadmap.

• Partner with Marketing to develop customer stories and address emerging needs.

• Coordinate with Support Operations during pivotal customer interactions.

• Report to the leader of the Assessments Customer Success function.

⛳️ Requirements

• Proven experience in Customer Success, account management, consulting, implementation, or other customer-facing roles managing relationships or an account portfolio.

• Background in guiding customers through implementation, adoption, and renewals while aligning customer value with business objectives.

• Experience in building relationships with various stakeholders and navigating difficult conversations.

• Familiarity with CRM and Customer Success platforms such as Salesforce, ChurnZero, or comparable tools.

• Ability to operate independently in a remote setting with accountability, sound judgment, and initiative.

• Experience supporting customers across different North American time zones.

• Canadian residency and valid work authorization are required.

• Traits of curiosity, strategic thinking, ownership, effective communication, adaptability, and commercial acumen.

• Openness to utilizing new tools, including AI, in a thoughtful manner.

🏝️ Benefits

• A competitive salary ranging from $85,000 - $110,000 CAD.

• An annual learning budget of $3,000.

• Access to employee stock options.

• Fully remote work within Canada, with the flexibility to work internationally for up to six weeks annually.

• Self-directed vacation policy (most team members take 4–6 weeks off each year).

• Monthly Acuity Days (a collective day off every Friday).

• A two-week company-wide closure each December.

• Health benefits available from the first day for you and your dependents.

• 2% GRSP matching program.

• A 16-week parental leave top-up beyond EI, accessible to all parents.

• A high-trust environment that promotes autonomy in work execution.

• Considerate, asynchronous communication across a distributed team.

• Opportunities for focused work, balanced with intentional moments for connection.