[Hiring] Bilingual Customer Success Manager @Acuity Insights

Role Description

Customer success with purpose: protect retention, fuel growth, and drive real impact in higher education.

In this role, you'll own a portfolio of French-speaking partners in higher education, mostly health profession programs in medicine, nursing, and allied health. You'll guide them through their admissions cycle, protect and grow revenue, and build the kind of relationships where partners call you first and refer you to peers. That means helping partners get real value from our growing assessment suite, including:

• Casper, our flagship situational judgment test that helps programs see the whole applicant beyond grades and GPAs
• Video Interviews, our newest tool that gives programs deeper, more authentic applicant insight at scale

You'll be joining at a natural inflection point for the team. As we've grown, so has the complexity of what great Customer Success looks like at Acuity, and we're maturing the function to match. That means more structure, more proactive motion, and a sharper focus on value, risk, and expansion. Not just maintaining relationships, but understanding what's actually happening in an account and taking action to move things forward.

The work also has stakes beyond the product. The programs you support are making important decisions about who to admit and how to support students. That impact ripples outward in ways most CS roles don't.

This is a fully remote role open to candidates based anywhere in Canada.

What You'll Be Accountable For

• Protecting and growing your book of business
• Leading renewal conversations and ensuring partners continue to see value in the product year over year
• Identifying expansion opportunities and guiding partners toward new tools that support their goals
• Managing account health proactively, not just responding to problems, but sensing risk before it becomes churn
• Being a trusted partner, not just a point of contact
• Supporting French-speaking programs by understanding the culture, context, and pressures that shape how they work
• Bringing the outside in by ensuring partner feedback reaches Product, Sales, and Engineering in a useful form
• Contributing to how we build the function by helping shape playbooks and sharing insights

What Success Looks Like (6–12 Months In)

• You're fully ramped, with renewal readiness in place and retention metrics on track across your portfolio
• Expansion conversations are embedded in your renewal motion, with upsell opportunities surfaced and pilots guided into paid adoption
• Partners in your portfolio feel genuinely understood and supported; you're hearing referrals and trust signals back
• You're recognized internally as a clear advocate for French-speaking partners, with your insights actively shaping product and GTM conversations
• You're contributing to the team, not just working alongside it

Who This Role Is (and Isn't) For

This role is built for someone who takes ownership, moves with urgency, and doesn't wait for perfect conditions to act.

You’ll likely thrive here if:

• You take full ownership of outcomes, not just tasks.
• You're genuinely curious about your partners.
• You're comfortable in ambiguity.
• You communicate directly and constructively.
• You connect signals to decisions.
• You talk about your work in terms of partner outcomes.

This role probably isn't the right fit if:

• You tend to describe activity without reflecting on what it meant or what you learned from it.
• You default to escalating or waiting for direction when things are unclear.
• You rely on a fully defined process or complete data before you feel ready to act.
• Your instinct in difficult conversations is to smooth things over rather than address them directly.
• You prefer a stable, predictable environment where the scope and expectations are well established.

What You Bring

• Experience in customer success, account management, sales, consulting, or implementation in a high-growth SaaS or professional services environment.
• Direct ownership of a portfolio of customers, at least 10 at a time, in a medium or high-touch motion.
• Accountability for retention and growth outcomes, managing renewals, expansion conversations, and customer health.
• Experience operating with autonomy in a remote environment.
• Fluency in French and English, genuinely bilingual.
• Experience with a CRM and/or Customer Success platform; Salesforce and ChurnZero experience is a plus.
• Availability to support customers across North American time zones and travel to conferences or visit partners at least once per quarter.

How We Support You

• Fair, transparent salary: $80,000–$85,000 CAD base, plus a $10,000 variable component tied to retention outcomes.
• A $3,000 annual learning budget to invest in your development.
• Access to employee stock options.
• Fully remote work 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, 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 Happens After You Apply

• We review every application carefully, looking for people who are caring, curious, driven, and resilient.
• We don't use AI to evaluate applications; evaluations and decisions are made by real humans.
• Our interviews are two-way conversations.
• Our hiring process typically takes 2–4 weeks from initial conversation to final decision.

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, prioritizing trust, flexibility, and a sustainable pace.

About Acuity Insights

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

• Our Casper situational judgment test (SJT) has been completed by over 1 million applicants.
• We are evolving our products to better connect assessment, insight, and development.