Customer Success Manager, Medical & Health Sciences Education

Acuity Insights

3d•Remote

About The Position

Partner with the Higher Education Programs Preparing Tomorrow’s Healthcare Professionals. 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 insight when it matters. At Acuity Insights, those conversations happen in a uniquely meaningful context. We partner with medical and health sciences programs as they educate and develop the people who will become tomorrow’s healthcare professionals. Our Program Experience products help institutions manage complex academic programs, understand their data, and support learners throughout their journey. As our next Customer Success Manager, you’ll build trusted partnerships with program leaders, educators, and administrators, helping them realize meaningful value from Acuity’s 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. Our strongest partnerships grow because customers trust our guidance, see meaningful outcomes, and choose to deepen their relationship with us over time. You’ll also join at an important moment for our Customer Success team. We’re creating greater focus between Customer Success, Implementation, and Support so our CSMs can spend more of their time understanding their partners, strengthening relationships, driving value, and identifying opportunities for growth. The foundations are already here. You’ll have the opportunity to help shape what comes next. If you enjoy becoming deeply invested in your customers’ success, developing a point of view about what will help them get there, and turning that understanding into trusted partnerships and meaningful growth, you’ll find a lot to dig into here. This is a fully remote role open to candidates based anywhere in Canada. Before you apply: Thoughtful use of AI is welcome. If you use it to support your application, please make sure it helps communicate your experience clearly and accurately. Authenticity and originality will help you stand out.

Requirements

Customer Success, account management, consulting, or another customer-facing role where you’ve independently owned customer relationships or a portfolio.
Building trusted relationships across multiple stakeholders in complex customer organizations.
Supporting customer adoption, retention, and renewals while balancing customer value with business outcomes.
Identifying customer needs and opportunities where additional products, services, or expertise could create value.
Navigating challenging conversations and ambiguity with sound judgment and confidence.
Using CRM or Customer Success platforms such as Salesforce, ChurnZero, or similar tools.
Working independently in a remote environment with a high degree of ownership and initiative.
Supporting customers across North American time zones.

Nice To Haves

Experience in higher education, healthcare education, or complex B2B SaaS environments may help you ramp more quickly, but it isn’t required.

Responsibilities

Build relationships that go beyond the day-to-day.
Understand what matters to each partner, where they’re trying to go, and what may be getting in the way.
Own the relationship, not every task.
Stay accountable for the partner and their outcomes while bringing in expertise from Implementation, Support, Product, Sales, and other teams when it’s needed.
Drive retention and uncover opportunities for growth.
Understand account health, anticipate risk, and identify where greater adoption or another Acuity solution could create meaningful value.
Bring customer insight back into Acuity.
Look across your portfolio for patterns, challenges, and opportunities that can help Product, Sales, and other teams make better decisions.
Help shape how Customer Success works.
Look beyond your own portfolio for ways to improve how we manage customers, collaborate across teams, and use AI and other tools to make Customer Success more proactive and scalable.

Benefits

A base salary between $78,000 - $85,000 CAD
$3,000 annual learning budget
Access to employee stock options
Fully remote within Canada, with up to six weeks per year to work internationally.
Self-directed vacation (most teammates take 4–6 weeks annually)
monthly Acuity Days (a collective Friday off)
a two-week company-wide closure each December.
Health benefits from day one for you and your dependents.
A 2% GRSP matching program
A 16-week parental leave top-up beyond EI, available to all parents.