Job Title

Job Description Customer Success with Purpose : Protect Retention. Fuel Growth. Drive Impact in Higher Education. At Acuity Insights, Customer Success is more than renewals; its where trust is earned, programs expand their adoption, and partners feel heard in their own language and context. Higher education programs face a real challenge : how to fairly select students who will succeed, and how to support them once theyre admitted, all while doing so in a scalable, defensible way. Our suite of assessment products helps them go beyond grades to see the whole person, widen access to education, and identify learners who need support along the way. As our next Bilingual Customer Success Manager, youll guide Frenchspeaking partners through this journey. Youll play a key role in protecting revenue and fueling growth through consultative expansion, while also building trusted, referralworthy relationships and bringing partner insights into Product, Sales, and Engineering. Build revenue, strengthen partnerships, and sharpen your CSM skills, while also discovering the added impact of shaping fairness and learner success in higher education. This is a fully remote role open to candidates based anywhere in Canada. The Role Youll Play From the moment you join, this role is about more than managing accounts; its about supporting Frenchspeaking partners in higher education and ensuring their needs are reflected in how we grow. Supporting these programs isnt just about translation; its about understanding the culture, language, and context that shape how they approach admissions and learner success. In your first months, youll learn the rhythm of the admissions cycle, onboarding programs in the winter, supporting them through application season, and joining in yearend reviews. Youll begin leading renewal conversations and guiding partners through migration changes with clarity and care. As you grow, youll expand beyond retention into consultative growth, spotting opportunities to strengthen admissions and learner success with new assessment tools, and weaving expansion opportunities into everyday conversations. Over time, youll play a leadership role within Acuitys French working group, helping share insights, build playbooks for expansion, and contribute to how our assessments evolve as they mature. What Youll Help Make Possible Your work will have impact far beyond your own accounts. By supporting health education programs in medicine, nursing, and speech, youll help shape admissions and learner success for thousands of future professionals. Protecting and expanding these relationships is critical to both Acuitys growth and to ensuring education remains fair, human, and scalable. Protect retention and renewals, ensuring programs continue to rely on our suite of assessments to evaluate applicants holistically and fairly. Drive growth, surfacing expansion opportunities, guiding pilots into paid adoption, and supporting early use of new tools that extend into learner success. Advocate for Frenchspeaking partners, making sure their perspectives inform how we evolve products, design gotomarket strategies, and create resources for adoption. The results will be tangible : higher retention, measurable expansion, and a meaningful contribution to Acuitys growth targets. But just as importantly, your work will ripple outward into classrooms, clinics, and communities : helping schools admit and educate students who bring human skills like empathy, resilience, and integrity into the professions that shape our world. What Success Looks Like Success in this role isnt about instant wins; its about building trust, confidence, and momentum with both partners and your team. In your first six months, youll be fully ramped, with retention metrics on track and renewal readiness in place across your portfolio. By the end of your first year, your commercial impact will be visible : youll have embedded upsell into renewals, guided pilots into paid adoption, and contributed directly to net revenue retention goals. Youll also be recognized internally as a confident advocate, sharing Frenchspeaking partner insights with Product, Sales, and Engineering. Consistent engagement hygiene will be part of your rhythm, keeping client health data current in ChurnZero, following up on time, and documenting partner touchpoints clearly. Over the longer term, youll take on a leadership role in our French working group, driving measurable expansion, shaping playbooks, and influencing how Customer Success scales. Who Youll Work With Youll report to a Team Lead for Assessments Customer Success Managers, and be part of a closeknit team of three. Alongside another pod of three CSMs and their Team Lead, youll make up the Assessments CS team, a group that shares the rhythm of the admissions cycle and supports each other through change. Across Acuity, youll also be connected to a broader group of CSMs spanning Assessments, Program Experience (One45 / Analytics), and Platform. Youll learn from peers, build shared practices across pods, and trade insights that strengthen how we serve partners across all products. Day to day, your partnerships will extend well beyond Customer Success : Sales, to ensure smooth handoffs, align expectations, and support renewals and referrals. Product, to share partner insights that shape roadmap priorities and productmarket fit. Support & Operations, to resolve issues quickly and keep partners confident through challenges. Enablement & Training, to cocreate scalable resources that make onboarding and adoption easier. At Acuity, stepping up isnt about hierarchy; its about leaning in where you can make a difference, advocating confidently across teams, and knowing your peers will do the same for you. What You Bring to the Table Bilingual relationship builder. Fluent in French and English, youve built partnerships that go beyond renewals, earning the kind of trust where clients recommend your services to others. Retention & growth mindset. Youve managed accounts with renewal targets and see growth as a natural extension of trust, surfacing upsell opportunities and guiding pilots into paid adoption. Confident advocate. Youve represented clients directly with Product, Engineering, Sales, or Marketing, ensuring their voices were heard and acted on without relying on someone else to step in. Consultative partner. Youve used data, research, or insights to guide client decisions, strengthening admissions practices or improving learner success. Adaptable problemsolver. Youve shown curiosity and resilience when faced with ambiguity, quickly picking up new tools like Salesforce or ChurnZero, and staying resourceful as priorities evolve. Francophone market experience. Youve supported Frenchspeaking clients before and understand that serving this market means more than translation; its about cultural nuance, trust, and advocacy. Growth Path This role is designed for CSMs who strengthen customer partnerships, deliver retention and growth outcomes, and build confidence as commercial and crossfunctional advocates. As you demonstrate impact, youll grow into advanced skills that prepare you for a Senior CSM role : strategic account planning, building longterm success plans across multiple products; datadriven insights, using portfolio trends to identify risks, opportunities, and outcomes. Executive communication, engaging senior academic leaders with confidence and clarity. Change management, guiding partners through migrations and multiproduct adoption. Process improvement & peer leadership, contributing to playbooks and mentoring teammates. By developing these skills, youll be wellpositioned to expand your scope and influence how Customer Success scales at Acuity. Compensation & Growth Fair, transparent salary. The hiring salary for this role is $80,000 $85,000CAD base (within a broader internal pay band), plus a $10,000 variable component tied to retention outcomes. The final offer will reflect experience, scope, market alignment, and internal equity. Learning budget $3,000 annually for professional or personal development. Longterm value Access to employee stock options as part of our shared growth. Flexibility & WellBeing - Remotefirst work, fully remote within Canada, with up to 6 weeks per year to work internationally. Generous time off. In addition to statutory holidays, youll have a twoweek companywide closure in December, selfdirected vacation (most take 46 weeks), and one Friday off per month from February to November. Health benefits Comprehensive coverage from day one for you and any dependents via Equitable Life of Canada. Retirement planning GRSP matching program with up to 2% salary contribution. Family & Community Parental leave. 16week topup beyond EI, no matter your role in growing your family. Peoplefirst culture A caring, inclusive environment where learning, balance, and belonging are prioritized. What to Expect From the Process Whether you apply directly, are referred, or connect with a recruiter or hiring manager, youll be given equal consideration. Every application is reviewed by a real person, with care and attention to your experience, skills, and motivation, and how well you fit here. We dont use AI to evaluate applications. If you dont meet baseline requirements (such as Canadian residency and valid work authorization), you may be automatically screened out. During conversations, we may use AIpowered notetaking to support focus and accuracy, but all decisions are made by people. We view hiring as a twoway conversation. Our goal is to learn about your career journey, abilities, and interests while giving you the insight you need to decide whether this role and team feel like the right fit. Heres what the process looks like: Application Review & Response a human carefully reviews your application. Conversation with Recruiter a recruiter will connect for a phone call to learn more about the role, culture, and fit. Practical Exercise & Team Conversations youll receive a short, jobrelevant exercise to prepare, and youll walk a small group of future teammates. Decision & FollowUp after gathering feedback, the hiring manager makes a decision, typically within 24 business days. Offer Conversation & References if its a mutual match, we walk through the offer together. Any offer is contingent on reference checks. Our Story & Purpose We believe everyone has incredible potential. At Acuity Insights, our mission is to uncover it, nurture it, and help bring it to life. Our journey began with a bold idea : to improve how we assess people, not just by academic metrics, but by who they are. In partnership with McMaster University, we developed Casper in 2004 to measure the durable, human skills that matter in health professions and other fields where people work with people. That vision came to life with the founding of Altus Assessments in 2014. Meanwhile, One45 started in 1998 at the University of British Columbia, helping medical education programs digitize complex processes like curriculum management, scheduling, and assessment. Over time, it became a trusted partner to programs across North America and beyond. In 2021, Altus Assessments acquired One45, and in 2022, we unified as Acuity Insights, a single growing organization with a shared purpose and broader vision. What started as two distinct products is now one integrated mission supported by our Analytics solution, which delivers actionable insights to drive continuous improvement across the learner journey. Today, our platform supports students and institutions from admissions to graduation across North America, the U.K., Australia, New Zealand and Saudi Arabia. As we continue to grow, were committed to being more than a software provider. Were trusted thought leaders and valued advisors in higher education, offering practical solutions, strategic insights, and guidance that help our partners make confident, informed decisions. Life at Acuity Insights Were a remotefirst team of 135+ people who care deeply about our work and about each other. While we collaborate virtually across time zones, we make space for connection through thoughtful rituals, candid conversations, and the occasional inperson meetup when we can. Our core values (caring, curious, and driven) shape how we show up for each other, our partners, and the learners and educators we serve. We listen with intention, build with purpose, and hold ourselves to high standards without losing sight of empathy and balance. Were committed to inclusion and belonging, not just in principle but in practice. Diverse perspectives make us better, more creative, more resilient, and more equipped to solve meaningful problems. Our policies are designed to support equity, flexibility, and wellbeing. #J-18808-Ljbffr