Customer Success Manager, Medical & Health Sciences Education

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

📋 Description

• Collaborate with medical and health sciences programs to prepare the next generation of healthcare professionals

• Establish trusted relationships with program leaders, educators, and administrators

• Understand the operational models, objectives, and challenges of customers’ institutions

• Gain proficiency in Acuity’s Program Experience products: One45, Analytics, and MSPE Builder

• Manage a targeted portfolio of mid-sized and strategic institutional partners

• Ensure accountability for partner relationships and outcomes while working alongside Implementation, Support, Product, Sales, and other teams

• Foster customer adoption, retention, renewal readiness, and overall account health

• Identify qualified opportunities for enhanced adoption or additional Acuity solutions and collaborate with Sales to progress them

• Share customer trends, challenges, and insights with Product, Sales, and other teams

• Enhance customer management, cross-functional collaboration, and the utilization of AI and other tools

• Lead strategic discussions with customers, assisting institutions in achieving significant outcomes

• Contribute to improved renewals, commercial growth, and enduring customer partnerships

• Report directly to the Senior Manager, Customer Success (Program Experience)

⛳️ Requirements

• Proven experience in Customer Success, account management, consulting, or a similar customer-facing role with independent ownership of customer relationships or a portfolio

• Skilled in building trusted relationships among various stakeholders in complex customer organizations

• Background in supporting customer adoption, retention, and renewals while balancing customer satisfaction with business outcomes

• Ability to identify customer needs and opportunities where additional products, services, or expertise could add value

• Experience in navigating challenging conversations and ambiguity with sound judgment and confidence

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

• Capacity to work independently in a remote setting with a high degree of ownership and initiative

• Availability to support customers across North American time zones

• Must be a Canadian resident with valid work authorization

• Demonstrated curiosity, sound judgment, strategic thinking, and a genuine commitment to customer success

• Clear and confident communication skills

• Ability to adapt to shifting priorities and thoughtfully utilize AI and other tools

• Comfort in leading renewal discussions, identifying growth opportunities, and assisting customers in making valuable investments

• Experience in higher education, healthcare education, or complex B2B SaaS is beneficial but not mandatory

🏝️ Benefits

• $3,000 annual learning budget

• Employee stock options

• Fully remote work within Canada, with the option to work internationally for up to six weeks per year

• Self-directed vacation policy (most employees take 4–6 weeks annually)

• Monthly Acuity Days (a collective Friday off)

• Company-wide two-week closure every December

• Health benefits from day one for you and your dependents

• 2% GRSP matching program

• 16-week parental leave top-up beyond EI, available to all parents

• High level of trust and autonomy in how work is accomplished

• Thoughtful, asynchronous communication across a distributed team

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