[Hiring] Customer Success Manager @Acuity Insights

Role Description

Partner with the Higher Education Programs Preparing Tomorrow’s Healthcare Professionals. 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 insight when it matters.

As our next Customer Success Manager, you’ll build trusted partnerships with program leaders, educators, and administrators, helping them realize meaningful value from Acuity’s 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.

You’ll also join at an important moment for our Customer Success team. We’re creating greater focus between Customer Success, Implementation, and Support so our CSMs can spend more of their time understanding their partners, strengthening relationships, driving value, and identifying opportunities for growth.

What You’ll Help Make Possible

• Build partnerships customers want to grow.
• Help customers solve bigger challenges.
• Spot opportunities to create more value.
• Bring the voice of the customer into Acuity.
• Help define the next chapter of Customer Success.

What Success Looks Like

• Build your understanding of our products, customers, and the medical and health sciences education environment.
• Establish strong relationships across your accounts.
• Become a trusted advisor to your customers.

Who You’ll Work With

You’ll report to our Senior Manager, Customer Success (Program Experience), joining a close-knit team with deep knowledge of our customers, products, and the medical and health sciences environment.

• Implementation, who lead onboarding, configuration, and implementation.
• Support, who provide specialized issue resolution.
• Sales, to align on account strategy, renewals, and qualified growth opportunities.
• Product, to bring customer challenges, patterns, and context into product conversations.

How You’ll Succeed Here

• You stay curious.
• You build expertise.
• You take ownership.
• You communicate with clarity and confidence.
• You thrive in change.
• You balance customer success with commercial thinking.

Experience That Will Help You Hit the Ground Running

• Experience in Customer Success, account management, consulting, or another customer-facing role.
• Building trusted relationships across multiple stakeholders in complex customer organizations.
• Supporting customer adoption, retention, and renewals.
• Navigating challenging conversations and ambiguity with sound judgment and confidence.
• Using CRM or Customer Success platforms such as Salesforce, ChurnZero, or similar tools.
• Working independently in a remote environment.

How We Support You

• Transparent compensation: A base salary between $78,000 - $85,000 CAD.
• Learning that grows with you: A $3,000 annual learning budget.
• Shared success: Access to employee stock options.
• Remote-first work: Fully remote within Canada.
• Time to rest and reset: Self-directed vacation and monthly Acuity Days.
• Comprehensive care: Health benefits from day one.
• Future-focused support: A 2% GRSP matching program.
• Support for growing families: A 16-week parental leave top-up.

What Happens After You Apply

• We review every application carefully.
• Our interviews are two-way conversations.

Steps in the Process

• Application Review.
• Intro Conversation.
• Hiring Manager Conversation.
• Team Conversations.
• Decision.
• Offer & Reference Checks.

Life at Acuity Insights

We’re a remote-first team of 130+ people who care deeply about our work and about each other.

• 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.

About Acuity Insights

Acuity Insights grew out of two separate challenges inside Canadian medical education. Today, Acuity builds products that support higher education institutions across more of the learner journey.