Customer Success Manager

Acuity Insights

17h • Remote

About The Position

Help Universities Discover Human Potential. Become a Trusted Partner. 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 insights when it matters. At Acuity Insights, those conversations happen in a uniquely meaningful context. We partner with higher education institutions making some of the most important decisions they’ll make: who gets the opportunity to enter a profession, how potential is understood beyond grades alone, and how learners are supported throughout their journey. As our next Customer Success Manager, you’ll build trusted partnerships with admissions leaders, educators, and program teams, helping them realize the full value of our 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. The difference is how you get there. Our strongest partnerships grow because customers trust our guidance, see meaningful outcomes, and choose to deepen their relationship with us over time. If you enjoy turning thoughtful conversations into trusted partnerships and meaningful growth, you’ll find work here that reaches far beyond the account itself. This is a fully remote role open to candidates based anywhere in Canada.

Requirements

• Customer Success, account management, consulting, implementation, or another customer-facing role where you’ve owned customer relationships or a portfolio of accounts.
• Guiding customers through implementation, adoption, and renewals while balancing customer value with business outcomes.
• Building relationships with multiple stakeholders, navigating challenging conversations, and earning trust over time.
• Using CRM and Customer Success platforms such as Salesforce, ChurnZero, or similar tools.
• Working independently in a remote environment with a high degree of ownership, sound judgment, and initiative.
• Supporting customers across North American time zones.
• Demonstrated exceptional curiosity, ownership, and a track record of building trusted customer relationships.

Nice To Haves

• Thoughtful use of AI is encouraged. If you use it to support your application, please make sure it helps communicate your experience clearly and accurately.

Responsibilities

• Build trusted, long-term relationships that help institutions achieve meaningful outcomes and choose to continue growing with Acuity year after year.
• Understand where your customers are headed and connect them with the products, insights, and support that help them achieve their goals.
• Share customer insights across Product, Sales, Marketing, and other teams, helping shape better products, stronger customer experiences, and smarter business decisions.
• Contribute ideas, refine playbooks, and help shape a more strategic, commercially accountable, and customer-centered function as Customer Success continues to evolve at Acuity.
• Support a diverse portfolio of higher education institutions across North America, building long-term relationships with admissions leaders, educators, and program teams.
• Lead renewal conversations, identify opportunities for growth, and help institutions navigate new challenges as their needs evolve.
• Connect customer needs with the broader capabilities of Acuity, helping institutions get more value from the solutions they use today while identifying opportunities where we can support them in new ways.
• Collaborate closely with colleagues across the business to create a seamless experience for our customers and help shape how we grow.
• Ensure smooth handoffs, align on growth opportunities, and create a consistent customer journey with Sales.
• Bring customer insights into roadmap conversations and help shape the future of our products with Product.
• Share customer stories, identify emerging needs, and strengthen how we communicate the value of our solutions with Marketing.
• Remove friction quickly, coordinate through critical customer moments, and ensure institutions have confidence in every interaction with Acuity with Support Operations.
• Connect people, bring the voice of the customer into the business, and help teams make better decisions because of those insights.

Benefits

• A salary between $85,000 - $110,000 CAD, aligned to role scope, experience, and internal equity.
• A $3,000 annual learning budget to invest in your development, whether that’s deepening technical skills, building confidence, or exploring new areas of interest.
• Access to employee stock options, so you share in the value you help create.
• 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), plus a two-week company-wide closure each December.
• Health benefits from day one for you and your dependents.
• A 2% GRSP matching program to help you plan ahead.
• A 16-week parental leave top-up beyond EI, available to all parents.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed