Technical Customer Success Manager - Remote

Overview

The Technical Customer Success Manager will guide higher education institutions through pivotal transitions, build strong relationships, and define how Customer Success drives retention and growth at Acuity Insights.

In Short

• Guide partners through transitions from onboarding to platform migrations.
• Lead technical implementations of One45 and Platform for new partners.
• Build trust-based relationships with administrators and faculty.
• Execute the Orchestrated Account Management (OAM) model.
• Anticipate risks and reduce escalations.
• Collaborate with Technical Consultants to uncover partner needs.
• Act as the partner’s advocate internally.
• Enable adoption and learning through scalable resources.
• Contribute to team growth by modelling engagement hygiene.

Requirements

• Experience guiding clients through transitions and implementations.
• Proven ability to drive adoption and time-to-value.
• Ability to reduce escalations and manage risks.
• Strong relationship-building skills.
• Experience in project management with multiple stakeholders.
• Curiosity and resilience in fast-changing environments.

Benefits

• Transparent salary range of $85,000 - $95,000 CAD.
• Annual learning budget of $3,000.
• Remote-first work with flexibility for international work.
• Generous time off policy including self-directed vacation.
• Comprehensive health benefits from day one.
• Retirement planning with GRSP matching program.