Own a portfolio of French-speaking partners in higher education, guiding them through admissions cycles while managing retention and growth in meaningful ways.
Customer success with purpose: protect retention, fuel growth, and drive real impact in higher education.
In this role, you'll own a portfolio of French-speaking partners in higher education, mostly health profession programs in medicine, nursing, and allied health. You'll guide them through their admissions cycle, protect and grow revenue, and build the kind of relationships where partners call you first and refer you to peers. That means helping partners get real value from our growing assessment suite, including Casper, our flagship situational judgment test that helps programs see the whole applicant beyond grades and GPAs, and Video Interviews, our newest tool that gives programs deeper, more authentic applicant insight at scale, as we expand what we offer and deepen how partners use it.
You'll be joining at a natural inflection point for the team. As we've grown, so has the complexity of what great Customer Success looks like at Acuity, and we're maturing the function to match. That means more structure, more proactive motion, and a sharper focus on value, risk, and expansion. Not just maintaining relationships, but understanding what's actually happening in an account and taking action to move things forward.
The work also has stakes beyond the product. The programs you support are making important decisions about who to admit and how to support students. That impact ripples outward in ways most CS roles don't.
This is a fully remote role open to candidates based anywhere in Canada.
Some things are already in place. You'll inherit a portfolio of established partner relationships, a product with real credibility in the market, and a team that cares deeply about the work and the people they serve.
Some things are still being built. Playbooks are maturing. Processes are being defined. The way we manage account health, structure renewals, and approach expansion is getting sharper, and you'll be part of making that happen.
That balance is intentional. This isn't a role where everything is figured out, and you're slotting into a fixed system. It's a role where your judgment, initiative, and ownership will shape how things work, not just for your portfolio, but for the team.
If you need a fully defined playbook before you can operate effectively, this will be a hard fit. If you're energized by building structure where it doesn't yet exist and seeing the results of that work, you'll find a lot of room to make an impact here.
You'll own a portfolio of partners in higher education with a focus on French-speaking programs, primarily in medicine, nursing, and allied health. Your accountability is to the outcomes of that portfolio: retention, health, and growth.
That means:
Supporting French-speaking programs isn't just about language. It's about understanding the culture, context, and pressures that shape how they work. You'll build the kind of relationships where partners call you first, refer you to peers, and feel genuinely understood.
Your partners will tell you things that matter to the business, about the product, the market, what's working, and what isn't. You'll make sure that intelligence reaches Product, Sales, and Engineering in a form that's useful and actionable.
We're evolving. You'll help shape playbooks, share what you're learning, and contribute to how Customer Success at Acuity gets better over time.
This role is built for someone who takes ownership, moves with urgency, and doesn't wait for perfect conditions to act.
You'll likely thrive here if:
This role probably isn't the right fit if:
You've done this kind of work before, whether in customer success, account management, sales, consulting, or implementation, in a high-growth SaaS or professional services environment. What matters most is what you've seen and done, not how long you've been doing it.
We review every application carefully, looking for people who are caring, curious, driven, and resilient. Whether you apply directly, are referred, or connect through a recruiter or hiring manager, you'll receive equal consideration.
We don't use AI to evaluate applications, though you may be automatically screened out if you don't meet baseline requirements (e.g. Canadian residency and valid work authorization). In some interviews, AI may help with note-taking, but all evaluations and decisions are made by real humans.
Our interviews are two-way conversations. We want to understand your career, abilities, and goals, and help you assess whether this opportunity and team are the right fit for you.
Steps in the Process
Our hiring process typically takes 2–4 weeks from initial conversation to final decision.
We're a remote-first team of 140+ people who care deeply about our work and about each other.
Our culture is intentionally designed. As we've grown, we've made deliberate choices about how we work together, prioritizing trust, flexibility, and a sustainable pace so people can do meaningful work over the long term.
That commitment has been recognized externally. Acuity Insights has been named one of Canada's Top Small & Medium Employers for the second consecutive year, reflecting our focus on building a strong, people-first environment.
Day to day, that shows up in how we collaborate:
As we continue to grow, we're focused on maintaining that balance, building a company where people can do their best work and grow over time, without losing what makes the environment feel human.
Acuity Insights builds products that help higher education institutions make better decisions about people, from admissions through to development.
Our work is grounded in a simple idea: that people are more than their grades, and that potential can be understood and developed, not just measured.
Our Casper situational judgment test (SJT), created by researchers at McMaster University, has been completed by over 1 million applicants and is one of the most widely used open-response SJTs in higher education, backed by nearly 20 years of research.
Today, we are evolving our products to better connect assessment, insight, and development, helping institutions not just identify potential, but actively support its growth over time.
Equity Compensation
Access to employee stock options, so you share in the value you help create.
Health Insurance
Health benefits from day one for you and your dependents.
Learning Budget
A $3,000 annual learning budget to invest in your development.
International work flexibility
Up to six weeks per year to work internationally.
Paid Parental Leave
A 16-week parental leave top-up beyond EI, available to all parents.
Paid Time Off
Self-directed vacation (most teammates take 4–6 weeks annually), monthly Acuity Days (a collective Friday off), plus a two-week company-wide closure each December.
Remote-Friendly
This is a fully remote role open to candidates based anywhere in Canada.
Acuity Insights builds trusted assessment tools specifically designed for higher education programs, enabling institutions to evaluate personal qualities that go beyond traditional grades. Catering to educational institutions looking to enhance their evaluation processes, their distinctive approach helps bridge the gap between academic performance and real-world skills.
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Customer Success Manager Q&A's