Customer Success Manager, Medical & Health Sciences Education

About this role

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.
At Acuity Insights, those conversations happen in a uniquely meaningful context. We partner with medical and health sciences programs as they educate and develop the people who will become tomorrow’s healthcare professionals. Our Program Experience products help institutions manage complex academic programs, understand their data, and support learners throughout their journey.
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. Our strongest partnerships grow because customers trust our guidance, see meaningful outcomes, and choose to deepen their relationship with us over time.
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. The foundations are already here. You’ll have the opportunity to help shape what comes next.
If you enjoy becoming deeply invested in your customers’ success, developing a point of view about what will help them get there, and turning that understanding into trusted partnerships and meaningful growth, you’ll find a lot to dig into here.
This is a fully remote role open to candidates based anywhere in Canada.
Before you apply: Thoughtful use of AI is welcome. If you use it to support your application, please make sure it helps communicate your experience clearly and accurately. Authenticity and originality will help you stand out.
The Work You’ll Do
In your first few weeks, you’ll immerse yourself in our customers’ world. You’ll learn how medical and health sciences programs operate, get to know the institutions in your portfolio, and build your understanding of our Program Experience products: One45, Analytics, and MSPE Builder.
You’ll gradually take ownership of a focused portfolio of institutional partners, spanning a mix of mid-sized and strategic relationships. The portfolio is designed to give you the space to understand your customers deeply, build relationships across stakeholders, and take meaningful ownership of their success. You’ll have experienced teammates and specialized teams across Acuity to draw on as you build your product and domain expertise.
As you take ownership of your portfolio, you’ll:
Build relationships that go beyond the day-to-day.
Understand what matters to each partner, where they’re trying to go, and what may be getting in the way. You’ll work with programs ranging from established institutions with complex stakeholder environments to newer programs looking for more guidance.
Own the relationship, not every task.
Stay accountable for the partner and their outcomes while bringing in expertise from Implementation, Support, Product, Sales, and other teams when it’s needed.
Drive retention and uncover opportunities for growth.
Understand account health, anticipate risk, and identify where greater adoption or another Acuity solution could create meaningful value. When an opportunity is qualified, you’ll partner with Sales to move it forward.
Bring customer insight back into Acuity.
Look across your portfolio for patterns, challenges, and opportunities that can help Product, Sales, and other teams make better decisions.
Help shape how Customer Success works.
Look beyond your own portfolio for ways to improve how we manage customers, collaborate across teams, and use AI and other tools to make Customer Success more proactive and scalable.
Most of our Program Experience partners are in North America, with a significant concentration in the United States and a growing international footprint. Most of your work will happen remotely, with occasional opportunities to meet partners through campus visits, conferences, and industry events.
What You’ll Help Make Possible
The relationships you build will have an impact far beyond your own portfolio. You’ll help medical and health sciences programs get more value from their partnership with Acuity while contributing directly to our growth.
Build partnerships customers want to grow.
Develop trusted, long-term relationships that help institutions achieve meaningful outcomes and continue choosing Acuity year after year.
Help customers solve bigger challenges.
Understand what your partners are trying to accomplish and develop a point of view about how Acuity can help. Connect them with the products, insights, and expertise that move them toward their goals rather than simply responding to the request in front of you.
Spot opportunities to create more value.
Help partners get greater value from the solutions they use today and identify where other Acuity capabilities could help them solve new problems.
Bring the voice of the customer into Acuity.
Turn what you’re hearing across your portfolio into insight that can inform better products, stronger customer experiences, and smarter business decisions.
Help define the next chapter of Customer Success.
Contribute ideas and improve how the team works together as we build a more strategic, commercially accountable, and customer-centered CS function.
The impact of your work will be visible in stronger customer relationships, healthier renewals, meaningful commercial growth, and institutions that continue choosing Acuity as a trusted partner. Behind those outcomes are medical and…