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About the Role

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.

Responsibilities

• 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.
• 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.
• Contribute ideas, refine playbooks, and help shape a more strategic, commercially accountable, and customer-centered function.
• 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 with Sales, Product, Marketing, and Support Operations teams to create a seamless customer experience.

Requirements

• Stay curious.
• Build expertise.
• Take ownership.
• Communicate with clarity and confidence.
• Thrive in change.
• Balance customer success with commercial thinking.
• Experience in Customer Success, account management, consulting, implementation, or another customer-facing role where you’ve owned customer relationships or a portfolio of accounts.
• Experience guiding customers through implementation, adoption, and renewals while balancing customer value with business outcomes.
• Experience building relationships with multiple stakeholders, navigating challenging conversations, and earning trust over time.
• Experience using CRM and Customer Success platforms such as Salesforce, ChurnZero, or similar tools.
• Experience working independently in a remote environment with a high degree of ownership, sound judgment, and initiative.
• Experience supporting customers across North American time zones.
• Demonstrated exceptional curiosity, ownership, and a track record of building trusted customer relationships (for earlier career candidates).

Skills

• Customer Success
• Account Management
• Consulting
• Implementation
• CRM
• Customer Success Platforms
• Salesforce
• ChurnZero

Location

• Remote (Canada)

Work Type

• Fully Remote

Experience Level

• Mid-Level
• Senior-Level

Salary/Compensations

• CAD 85,000 - 110,000

Benefits

• Annual learning budget of $3,000
• Employee stock options
• Up to six weeks per year to work internationally
• Self-directed vacation (4-6 weeks annually)
• Monthly Acuity Days (collective Friday off)
• Two-week company-wide closure each December
• Comprehensive health benefits from day one for you and your dependents
• 2% GRSP matching program
• 16-week parental leave top-up beyond EI

About the Company

• 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.
• We’re a remote-first team of 140+ people who care deeply about our work and about each other.
• Our culture is intentionally designed, prioritizing trust, flexibility, and a sustainable pace.
• Acuity Insights has been named one of Canada’s Top Small & Medium Employers for the second consecutive year.

Equal Opportunity

• 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).