Strategic Customer Success Manager

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

📋 Description

• Take ownership and expand a portfolio of university partners throughout Australia and New Zealand.

• Cultivate trusted relationships, engaging with both day-to-day contacts and senior decision-makers.

• Gain a comprehensive understanding of partners' objectives, challenges, stakeholders, and criteria for success.

• Assist partners in deriving meaningful and sustainable value from Acuity's products, data, research, and insights.

• Steer customer discussions and suggest suitable solutions.

• Proactively identify risks, manage challenges, and coordinate Acuity's internal resources effectively.

• Discover opportunities for increased adoption, new use cases, additional products, referrals, and institutional growth.

• Collaborate with the Growth and Go-To-Market teams to identify regional opportunities.

• Conduct in-person meetings with partners and visit campuses.

• Represent Acuity at conferences and industry events.

• Share insights related to customers and the market internally.

• Advocate for customer and regional requirements within Product, Research, Marketing, Support, and other teams.

• Report directly to the Senior Manager of Customer Success.

⛳️ Requirements

• Several years of experience in Customer Success, Account Management, or a related field, managing complex, long-term customer relationships.

• Proven ability to establish credibility within an institution, from everyday partners to senior leadership.

• Responsibility for customer outcomes, including adoption, retention, and renewals.

• Capacity to identify and mitigate portfolio risks beforehand.

• Experience in growing existing accounts through deeper engagement, new products or use cases, referrals, or expansion.

• A commercial mindset with the ability to recognize and develop opportunities.

• Familiarity with Australian higher education institutions.

• Understanding of university decision-making processes, stakeholder networks, admissions cycles, and sector-specific nuances.

• Ability to work independently and make decisions autonomously.

• Demonstrated persistence and resourcefulness in the face of ambiguity, setbacks, or competing priorities.

• Effective collaboration skills across teams and organizational boundaries.

• A strong sense of curiosity, adaptability, and the ability to learn quickly.

• Experience with admissions, assessment, educational technology, health sciences, or systems that support Australian higher education is beneficial but not mandatory.

• Must be located in Australia.

• Must possess valid working rights in Australia.

🏝️ Benefits

• Annual retention bonus of $10,000 AUD linked to the health and retention of your customer portfolio.

• Additional incentives for customer referrals that lead to new business opportunities.

• 12% employer superannuation contribution via Deel.

• $3,000 AUD annually allocated for professional development: $2,500 for role-specific learning and $500 for learning outside of your role.

• Eligibility to join Acuity Insights’ Employee Share Option Plan.

• Entitlement to annual leave.

• Flexibility to take additional time off as needed.

• Monthly Acuity Days.

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

• Private health insurance or an allowance to support mental health and well-being.

• Option for remote work from within Australia.

• Company-provided tools and hardware for home office setup.

• Up to $150 AUD per month towards a co-working space if a suitable home office is not available.

• A culture built on trust and autonomy.

• Asynchronous communication-friendly environment.

• Space dedicated to deep work and meaningful connections.

• A culture that emphasizes care, curiosity, and purpose.