[Hiring] Strategic Customer Success Manager @Acuity Insights

Role Description

Shape Customer Success in a higher education market with momentum. This role gives you the opportunity to take ownership of a growing portfolio of university partners across Australia and New Zealand, helping them get meaningful value from Acuity’s products, data, research, and insights.

• Own a portfolio of university partners, building trusted relationships from day-to-day contacts to senior decision-makers.
• Help partners get meaningful, lasting value from Acuity, using customer insight, data, and your understanding of their context to guide conversations and recommend the right path forward.
• Stay ahead of what your customers need, identifying risks early, navigating challenges thoughtfully, and bringing the right people from across Acuity together when needed.
• Spot opportunities to deepen and grow partnerships through greater adoption, new use cases, additional products, referrals, or connections elsewhere within an institution.
• Work closely with our Growth team to develop opportunities across the region.
• Spend meaningful time in the market, meeting partners in person, visiting campuses, and representing Acuity at conferences and industry events.
• Bring what you’re learning back into Acuity, sharing customer and market insight that helps us better support our partners.

Qualifications

• Several years of Customer Success, Account Management, or similar experience owning complex, long-term customer relationships.
• Experience growing existing accounts through deeper adoption, new products or use cases, referrals, or expansion elsewhere within an organisation.
• Knowledge of the Australian higher education landscape, including decision-making structures and stakeholder networks.
• Ability to operate independently while knowing when to seek input or bring others into the conversation.
• Persistence and resourcefulness in navigating challenges and keeping momentum.
• Effective collaboration across teams and boundaries.
• Curiosity and adaptability in learning and connecting ideas across different institutions and customer needs.

Requirements

• Accountability for customer outcomes, adoption, retention, and renewals.
• Proactive in identifying and addressing risks early.
• Ability to build credibility across an institution.
• Experience with admissions, assessment, education technology, or health sciences is valuable but not essential.

Benefits

• Transparent compensation: Base salary of $115,000–$126,000 AUD, plus a $10,000 AUD annual retention bonus.
• Annual learning budget of $3,000 AUD for role-related and personal development.
• Eligibility to participate in Acuity Insights’ Employee Share Option Plan.
• Flexible time off, including monthly Acuity Days and a two-week company-wide closure each December.
• Access to private health insurance or a mental health and wellbeing allowance.
• Remote-first work with company-provided tools and hardware.