Acuity Insights is looking for a Technical Customer Success Manager to guide higher education institutions through transitions and implementations of our SaaS products. You will be responsible for proactive relationship management, structured account orchestration, and driving partner retention, adoption, and growth.
What You'll Do
- Guide partners through transitions, from onboarding to platform migrations.
- Lead technical implementations of One45 and Acuity Platform for new partners, coordinating timelines, configuration, and training.
- Build trust-based relationships with administrators, faculty, and program leaders.
- Execute the Orchestrated Account Management (OAM) model, ensuring consistent touchpoints and success plans.
- Anticipate risks and reduce escalations by surfacing issues early and coordinating resolution.
- Collaborate with Technical Consultants to uncover partner needs and co-create solutions.
- Act as the partner’s advocate internally, sharing insights that influence product direction.
- Enable adoption and learning, contributing to scalable resources like the Onboarding Hub.
- Contribute to team growth by modelling engagement hygiene and supporting process improvement.
- Own a book of business (~$1M–$1.25M), building success plans, driving adoption, leading executive check-ins, and enabling growth through referrals and renewals.
What We're Looking For
- Experience guiding clients through implementations, migrations, or major process changes.
- Experience onboarding and training users on new tools or systems.
- Experience spotting risks early, surfacing issues, and coordinating resolution across teams.
- Experience building strong client partnerships that lead to renewals and referrals.
- Experience collaborating on renewals, cross-sells, or upsells by connecting client needs to value.
- Experience working with a range of client stakeholders, tailoring communication to their context.
- Experience coordinating complex client projects, managing timelines, and aligning multiple stakeholders.
- Ability to thrive in fast-changing environments, quickly learning new tools and processes.
Technical Stack
- One45
- MSPE Builder
- Analytics SaaS products
- Acuity Platform
- ChurnZero
Team & Environment
You will join a team of eight other Technical Customer Success Managers and report to a Manager, Customer Success for Program Experience (One45 and Analytics). You will partner closely with Technical Consultants, Sales, Product, Support & Operations, and Enablement & Training.
Benefits & Compensation
- Compensation: $85,000 - $95,000 CAD + employee stock options.
- $3,000 annual learning budget for professional or personal development.
- Fully remote work within Canada, with up to 6 weeks per year to work internationally.
- Two-week company-wide closure in December, self-directed vacation (most take 4–6 weeks), and one Friday off per month from February to November.
- Comprehensive health benefits from day one for employee and dependents via Equitable Life of Canada and Nivati.
- GRSP matching program with up to 2% salary contribution.
- 16-week parental leave top-up beyond EI.
Work Mode
This is a fully remote position open to candidates within Canada.
Acuity Insights is an equal opportunity employer.
