Technical Customer Success Manager - Remote

Overview

Acuity Insights is expanding its platform and customer success model, seeking a Technical Customer Success Manager to guide higher education institutions through transitions and deepen partnerships.

In Short

• Guide partners through pivotal transitions in higher education.
• Build referral-worthy relationships with medical and health sciences programs.
• Support programs using One45, MSPE Builder, and Analytics SaaS products.
• Transition long-standing partners to the new Acuity Platform.
• Own a ~$800K–$1M book of business.
• Contribute to proactive account management and lifecycle orchestration.
• Work cross-functionally with Sales, Product, and Support teams.
• Anticipate risks and reduce escalations.
• Enable partner adoption and learning through resources and training.
• Participate in a collaborative, remote-first team culture.

Requirements

• Experience guiding clients through transitions and implementations.
• Strong relationship-building skills and ability to drive adoption.
• Ability to identify and mitigate risks early.
• Experience in managing complex projects with multiple stakeholders.
• Curiosity and resilience in fast-changing environments.
• Excellent communication and collaboration skills.
• Proven track record in customer success and account management.
• Experience with SaaS products is a plus.
• Willingness to work remotely and adapt to a flexible schedule.
• Canadian residency and valid work authorization required.

Benefits

• Competitive salary with transparent pay structure.
• Annual learning budget of $3,000 for professional development.
• Access to employee stock options.
• Fully remote work with flexible vacation policies.
• Comprehensive health benefits from day one.
• Retirement planning with matching contributions.
• Generous parental leave and family support initiatives.
• Inclusive and supportive company culture.
• Opportunities for growth and advancement.
• Collaborative team environment focused on learning and shared success.