Customer Success Manager

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.

The Work You’ll Do

In your first few weeks, you’ll immerse yourself in our customers’ world. You’ll learn how admissions and learner development work across higher education, get to know the institutions in your portfolio, and build a deep understanding of the challenges they’re trying to solve.

You’ll gradually take ownership of your portfolio, giving you the opportunity to understand each institution, build meaningful relationships, and grow your confidence before independently managing your full portfolio. You’ll have the autonomy to own your customer relationships while knowing you’ll always have experienced teammates to collaborate with as you begin leading customer conversations, supporting renewals, and identifying opportunities to create value for the institutions you support.

You’ll support a diverse portfolio of higher education institutions across North America, building long-term relationships with admissions leaders, educators, and program teams. While much of your work happens remotely, you’ll also have opportunities to meet customers in person through campus visits, conferences, and industry events because some of the strongest partnerships are built face to face. Your workday will naturally align with the time zones of the customers you support.

As your confidence grows, you’ll become a strategic partner to your customers. You’ll lead renewal conversations, identify opportunities for growth, and help institutions navigate new challenges as their needs evolve. You’ll 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.

You’ll also join us at an exciting point in the evolution of Customer Success at Acuity. We’re intentionally building a more strategic, and customer-centered approach to partnering with our institutions. You’ll help shape that evolution by working closely with Sales, Product, and cross-functional teams to strengthen the customer experience and contribute to the next chapter of Customer Success.

What You’ll Help Make Possible

The relationships you build will have an impact far beyond your own portfolio. You’ll help higher education institutions get more value from their partnership with Acuity while contributing directly to our growth and the continued evolution of Customer Success.

Build partnerships customers want to grow.

Develop trusted, long-term relationships that help institutions achieve meaningful outcomes and choose to continue growing with Acuity year after year.

Help customers solve bigger challenges.

Understand where your customers are headed and connect them with the products, insights, and support that help them achieve their goals. Growth follows because you’re creating genuine value, not pursuing opportunities for their own sake.

Bring the voice of the customer into Acuity.

Share customer insights across Product, Sales, Marketing, and other teams, helping shape better products, stronger customer experiences, and smarter business decisions.

Help define the next chapter of Customer Success.

As Customer Success continues to evolve at Acuity, you’ll contribute ideas, refine playbooks, and help shape a more strategic, commercially accountable, and customer-centered function.

The impact of your work will be visible in stronger customer relationships, healthier renewals, meaningful commercial growth, and institutions that continue choosing Acuity as a trusted partner. More importantly, every partnership you strengthen helps educators make better decisions about people and gives more learners the opportunity to be seen for their full potential.

What Success Looks Like

Success in this role isn’t about quick wins. It’s about earning trust, creating momentum, and delivering meaningful outcomes for both your customers and the business.

In your first three months, you’ll have built a strong understanding of your customers, their goals, and the challenges they’re working to solve. You’ll be confidently managing your initial portfolio with support from your team, establishing a healthy renewal rhythm, and beginning to identify opportunities to deepen customer partnerships over time.

By the end of your first year, you’ll be a trusted advisor to your customers, confidently leading renewals, navigating complex conversations, and contributing directly to retention and revenue growth. You’ll have helped customers adopt new capabilities where they create meaningful value, strengthening both their success and Acuity’s.

Throughout the year, you’ll build strong habits around customer health, proactive communication, and thoughtful account planning. Your customers will know they can count on you, your teammates will value your perspective, and your insights will help shape decisions across Customer Success, Product, Sales, and beyond.

As Customer Success continues to evolve, you’ll contribute ideas, refine playbooks, and help shape how we continue raising the bar. You’ll be part of a team that’s building a more strategic, commercially accountable, and customer-centered approach to partnering with our customers.

Who You’ll Work With

You’ll report to the leader of our Assessments Customer Success function, joining a team that’s intentionally evolving how we partner with customers.

Customer Success is deeply collaborative at Acuity. You’ll work closely with colleagues across the business to create a seamless experience for our customers and help shape how we grow.

Sales , to ensure smooth handoffs, align on growth opportunities, and create a consistent customer journey.

Product , to bring customer insights into roadmap conversations and help shape the future of our products.

Marketing , to share customer stories, identify emerging needs, and strengthen how we communicate the value of our solutions.

Support Operations , to remove friction quickly, coordinate through critical customer moments, and ensure institutions have confidence in every interaction with Acuity.

The best ideas rarely come from one team alone. Some of your biggest contributions will come from connecting people, bringing the voice of the customer into the business, and helping teams make better decisions because of those insights.

How You’ll Succeed Here

There’s no single profile for success in this role. But the people who thrive here tend to share a few things in common. They’re curious, thoughtful, strategically minded, and genuinely invested in helping their customers succeed.

You stay curious.

You want to understand the problems your customers are trying to solve, not just the products they use. You ask thoughtful questions, connect information from different sources, and uncover opportunities others might miss.

You build expertise.

You enjoy learning. Whether it’s our products, admissions processes, or the higher education landscape, you know that the best customer conversations are grounded in deep understanding, not surface-level knowledge.

You take ownership.

You see your portfolio as something you own, not something you manage. When something is unclear or still evolving, you move work forward, follow through, and stay engaged until there’s a clear outcome.

You communicate with clarity and confidence.

You’re thoughtful, direct, and comfortable having difficult conversations when they’re needed. You create clarity, build trust, and help people move forward together.

You thrive in change.

You’re energized by growth and comfortable working in an environment that’s continually evolving. You adapt quickly, stay resilient when priorities shift, and use new tools, including AI, thoughtfully to work more effectively and better support your customers.

You balance customer success with commercial thinking.

You understand that lasting customer relationships and strong business outcomes go hand in hand. You’re comfortable leading renewals, identifying opportunities for growth, and helping customers invest where they’ll see genuine value.

Experience That Will Help You Hit the Ground Running

There’s no single path into this role, and we don’t believe great Customer Success talent is measured by years of experience alone. What matters most is that you’ve had the opportunity to build customer relationships, take ownership of outcomes, and grow from those experiences.

You’ll likely bring experience in

• 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.

If you’re earlier in your Customer Success career but have demonstrated exceptional curiosity, ownership, and a track record of building trusted customer relationships, we’d still love to hear from you.

How We Support You

• Transparent compensation.  A salary between $85,000 - $110,000 CAD, aligned to role scope, experience, and internal equity.
• Learning that grows with you. 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.
• Shared success. Access to employee stock options, so you share in the value you help create.
• Remote-first work. Fully remote within Canada, with up to six weeks per year to work internationally.
• Time to rest and reset. 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.
• Comprehensive care. Health benefits from day one for you and your dependents.
• Future-focused support. A 2% GRSP matching program to help you plan ahead.
• Support for growing families. A 16-week parental leave top-up beyond EI, available to all parents.

What Happens After You Apply

We review every application carefully. Whether you apply directly, are referred, or connect through a recruiter or hiring manager, you’ll receive equal consideration.

We don’t use AI to evaluate applications, though you may be automatically screened out if you don’t meet baseline requirements (e.g. Canadian residency and valid work authorization). In some interviews, AI may help with note-taking, but all evaluations and decisions are made by real humans.

Our interviews are two-way conversations. We want to understand your career, abilities, and goals, and help you assess whether this opportunity and team are the right fit for you.

Steps in the Process

Our hiring process typically takes 2–4 weeks from initial conversation to final decision.

• Application Review. A real person reviews your application for potential fit.
• Intro Conversation. A conversation with a member of our Talent team to learn about your career journey, what you’re looking for next, and to introduce you to Acuity, Casper, and the role.
• Hiring Manager Conversation. A conversation about how you build trusted customer relationships, navigate ambiguity, and balance customer outcomes with commercial success. You’ll also have the opportunity to learn more about the evolution of Customer Success at Acuity, the portfolio you’ll support, and the challenges we’re working to solve alongside our partners.
• Team Conversations. You’ll meet members of our Customer Success and Growth Enablement & Execution teams to explore how we work together across the customer journey. It’s also an opportunity for you to ask questions, get to know future teammates, and see what it would be like to work together day to day.
• Decision. The hiring manager reviews feedback from the interview team and typically makes a decision within 2 to 4 business days.
• Offer & Reference Checks. If it’s a match, we’ll move to references and a formal offer.

Life at Acuity Insights

We’re a remote-first team of 140+ people who care deeply about our work and about each other.

Our culture is intentionally designed. As we’ve grown, we’ve made deliberate choices about how we work together, prioritizing trust, flexibility, and a sustainable pace so people can do meaningful work over the long term.

That commitment has been recognized externally. Acuity Insights has been named one of Canada’s Top Small & Medium Employers for the second consecutive year, reflecting our focus on building a strong, people-first environment.

Day to day, that shows up in how we collaborate:

• High trust and autonomy in how work gets done
• Thoughtful, async-friendly communication across a distributed team
• Space for deep work, balanced with intentional moments of connection
• A culture grounded in care, curiosity, and shared purpose

As we continue to grow, we’re focused on maintaining that balance, building a company where people can do their best work and grow over time, without losing what makes the environment feel human.

About Acuity Insights

Acuity Insights builds products that help higher education institutions make better decisions about people, from admissions through to development.

Our work is grounded in a simple idea: that people are more than their grades, and that potential can be understood and developed, not just measured.

Our Casper situational judgment test (SJT), created by researchers at McMaster University, has been completed by over 1 million applicants and is one of the most widely used open-response SJTs in higher education, backed by nearly 20 years of research.

Today, we are evolving our products to better connect assessment, insight, and development, helping institutions not just identify potential, but actively support its growth over time.