Strategic Customer Success Manager, Australia & New Zealand

Acuity Insights

8d•$115,000 - $126,000•Remote

About The Position

Shape Customer Success in a higher education market with momentum. Some Customer Success roles ask you to step into a well-established portfolio and follow a proven playbook. This one gives you more room to shape what comes next. You’ll take ownership of a growing portfolio of university partners across Australia and New Zealand, helping them get meaningful value from Acuity’s products, data, research, and insights. That includes Casper, our established situational judgment assessment used by higher education institutions around the world, alongside newer products and capabilities we’re beginning to bring to market. As our portfolio grows, you’ll help partners understand what’s possible, connect their needs to the right solutions, and identify where those partnerships can deepen over time. You’ll also have the opportunity to extend your impact beyond your customer portfolio, helping build our regional presence while growing the business already there. You’ll spend time with partners in person. Build relationships across institutions and the broader higher education community. Represent Acuity at conferences and industry events. Bring local insight and perspective into a Canadian-founded company growing internationally. And help shape how we support and grow a market that already has strong momentum, but is still early in its potential. This is a role for someone who likes to think strategically and stay close to the work. Someone who can build credibility with senior stakeholders, spot opportunities in relationships, and create momentum without waiting for a perfectly established playbook. If you know the Australian higher education landscape, enjoy the autonomy of owning your work, and want the chance to leave a visible mark on how a market develops, this could be a particularly interesting next chapter. This is a fully remote role open to candidates based in Australia, with regular travel to meet customers and participate in industry events across the region. Before you apply: 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. Authenticity and originality will help you stand out.

Requirements

Build trusted, strategic customer relationships. You have several years of Customer Success, Account Management, or similar experience owning complex, long-term customer relationships, and know how to build credibility across an institution, from day-to-day partners to senior decision-makers.
Own the health and commercial success of your portfolio. You’ve been accountable for customer outcomes, adoption, retention, and renewals, know how to identify and address risk early, and understand what it takes to keep a portfolio healthy over time.
See growth as part of great Customer Success. You’re commercially minded and have experience growing existing accounts through deeper adoption, new products or use cases, referrals, or expansion elsewhere within an organisation. You can recognise and develop an opportunity without turning every customer conversation into a sales conversation.
Know the Australian higher education landscape. You’ve worked with Australian higher education institutions and understand how universities operate, including their decision-making structures, stakeholder networks, admissions cycles, and the rhythms and nuances of the sector.
Operate independently without operating in isolation. You’re comfortable using your judgment, making decisions, and moving work forward autonomously, while knowing when to seek input, challenge your thinking, or bring others into the conversation.
Are persistent and resourceful. You ask for what you need, follow up when something matters, find another path when the first one doesn’t work, and keep momentum through ambiguity, setbacks, or competing priorities.
Work effectively across teams and boundaries. You know how to bring people together to solve customer problems and move opportunities forward, even when you don’t directly own the people or resources you need.
Stay curious and adaptable. You ask good questions, learn quickly, connect ideas across different institutions and customer needs, and adjust your approach as you learn.

Nice To Haves

Experience with admissions, assessment, education technology, health sciences, or the systems and organisations that support Australian higher education would be particularly valuable, but isn’t essential.

Responsibilities

Own a portfolio of university partners, building trusted relationships from day-to-day contacts to senior decision-makers and developing a deep understanding of their goals, challenges, stakeholders, and what success looks like for them.
Help partners get meaningful, lasting value from Acuity, using customer insight, data, and your understanding of their context to guide conversations and recommend the right path forward.
Stay ahead of what your customers need, identifying risks early, navigating challenges thoughtfully, and bringing the right people from across Acuity together when needed.
Spot opportunities to deepen and grow partnerships through greater adoption, new use cases, additional products, referrals, or connections elsewhere within an institution.
Work closely with our Growth team to develop opportunities across the region, bringing your customer relationships and local market knowledge into how we grow.
Spend meaningful time in the market, meeting partners in person, visiting campuses, and representing Acuity at conferences and industry events.
Bring what you’re learning back into Acuity, sharing customer and market insight that helps us better support our partners and make smarter decisions about the region.

Benefits

A base salary of $115,000–$126,000 AUD, plus a $10,000 AUD annual retention bonus tied to the health and retention of your customer portfolio.
Eligibility for additional incentives when customer referrals lead to new business.
A 12% employer superannuation contribution is provided through Deel.
$3,000 AUD annually to invest in your development: $2,500 for role-related learning such as courses, certifications, conferences, and eligible tuition, plus $500 for learning outside your role.
Eligibility to participate in Acuity Insights’ Employee Share Option Plan, with grants based on role and level.
In addition to your annual leave entitlement, there’s flexibility to take additional time off when you need it.
Monthly Acuity Days, when the company takes a collective Friday off, plus a two-week company-wide closure each December.
Access to private health insurance or an allowance to support your mental health and wellbeing.
Work remotely from Australia with company-provided tools and hardware to support an effective home setup.
Up to $150 AUD per month toward a co-working space, where a suitable home working environment isn’t available.