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About the Role

Shape Customer Success in a higher education market with momentum. This role offers room to define future strategies, taking ownership of a growing portfolio of university partners across Australia and New Zealand. You will help partners derive meaningful value from Acuity’s products, data, research, and insights, extending your impact by building the regional presence and growing the business.

Responsibilities

Own and grow strong, strategic customer relationships across Australia and New Zealand.
Own a portfolio of university partners, building trusted relationships from day-to-day contacts to senior decision-makers.
Develop a deep understanding of partner goals, challenges, stakeholders, and success metrics.
Help partners achieve meaningful, lasting value from Acuity by leveraging customer insight, data, and contextual understanding.
Proactively identify risks and navigate challenges, bringing in internal expertise as needed.
Identify opportunities to deepen and grow partnerships through increased adoption, new use cases, additional products, referrals, or institutional connections.
Collaborate with the Growth team to develop regional opportunities, integrating customer relationships and local market knowledge.
Engage meaningfully in the market by meeting partners in person, visiting campuses, and representing Acuity at conferences and industry events.
Share customer and market insights internally to improve partner support and inform regional strategy.
Build trusted, strategic customer relationships with several years of experience in Customer Success, Account Management, or similar roles.
Own the health and commercial success of your portfolio, including customer outcomes, adoption, retention, and renewals.
Identify and address risks early to maintain portfolio health over time.
Grow existing accounts through deeper adoption, new products or use cases, referrals, or expansion.
Recognize and develop opportunities without turning every customer conversation into a sales pitch.
Operate independently using judgment and decision-making skills, while knowing when to seek input.
Be persistent and resourceful in seeking necessary resources and following up on important matters.
Work effectively across teams and boundaries to solve customer problems and advance opportunities.
Stay curious and adaptable, learning quickly and connecting ideas across different institutions and customer needs.
Connect local context into Acuity and Acuity’s expertise to the region, ensuring Australia and New Zealand have a strong voice.

Requirements

Several years of Customer Success, Account Management, or similar experience owning complex, long-term customer relationships.
Experience building credibility across an institution, from day-to-day partners to senior decision-makers.
Accountability for customer outcomes, adoption, retention, and renewals.
Experience identifying and addressing risk early.
Understanding of what it takes to keep a portfolio healthy over time.
Commercially minded with experience growing existing accounts.
Experience working with Australian higher education institutions.
Understanding of how universities operate, including decision-making structures, stakeholder networks, admissions cycles, and sector nuances.
Comfort using judgment and making decisions autonomously.
Ability to seek input and challenge thinking when necessary.
Proactive and persistent in accessing expertise and resources.
Ability to ask for what you need, follow up, and find alternative paths.
Ability to maintain momentum through ambiguity, setbacks, or competing priorities.
Ability to bring people together to solve customer problems and move opportunities forward.
Experience with admissions, assessment, education technology, health sciences, or supporting organisations in Australian higher education is valuable but not essential.
Must be based in Australia and have valid Australian working rights.

Skills

Customer Success
Account Management
Relationship Building
Strategic Thinking
Problem Solving
Communication
Collaboration
Adaptability
Resourcefulness
Persistence
Commercial Acumen
Market Insight
Higher Education Landscape Knowledge

Location

Australia
New Zealand

Work Type

Fully Remote
Travel Required

Experience Level

Mid-level

Salary/Compensations

$115,000–$126,000 AUD base salary
$10,000 AUD annual retention bonus
Additional incentives for customer referrals
12% employer superannuation contribution

Benefits

Access to Acuity benefits and programs
Australian employment entitlements
$3,000 AUD annually for professional development
Eligibility for Employee Share Option Plan
Additional time off flexibility
Monthly Acuity Days (company-wide Friday off)
Two-week company-wide closure in December
Private health insurance or allowance for mental health and wellbeing
Company-provided tools and hardware for remote work
Up to $150 AUD per month toward a co-working space if needed

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 the 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) has been completed by over 1 million applicants and is widely used in higher education, backed by nearly 20 years of research.
We are evolving our products to better connect assessment, insight, and development, helping institutions identify and support potential growth.
Acuity Insights is a Canadian-founded, remote-first company.
Named one of Canada’s Top Small & Medium Employers for two consecutive years.
Culture prioritizes trust, flexibility, and a sustainable pace.
Focuses on high trust and autonomy, thoughtful async-friendly communication, space for deep work, and a culture grounded in care, curiosity, and shared purpose.