Bilingual Customer Success Manager (Higher Education Admissions)

Imagine a world where everyone has equitable access to higher education, enabled by admission processes that allow applicants to show their full potential, share lived experiences and cultural influences, demonstrate soft skills, and highlight academic achievements.

Picture higher education programs equipped with software that streamlines complex operations and delivers performance analytics and insights that can increase student and program success. 

At Acuity Insights, that’s the world we are building.

Right now, we do that with our admissions assessment products (Casper & Duet), program management products (One45 & MSPE Builder), and data & insights products (Analytics).

These products help schools select, educate and graduate future doctors, nurses, teachers, engineers and other professionals who reflect the diversity of our communities and bring skills like empathy, integrity, resiliency, and professionalism into the workforce.

Acuity Insights is at a new growth stage. Our roots are firmly planted in health and medical education, and we are expanding in engineering education, business schools, and other markets. You now have a chance to be part of that scaling journey when you join our team as a Bilingual Customer Success Manager.

In this role, you’ll have a career experience rich in purpose and learning potential while serving as a valued advisor to Higher Education partners who use our admission assessment products.

We seek a professional who is fluent in English and French. You lead with empathy and embody a growth mindset. You take ownership of your work and are confident in your ability to problem-solve and drive successful customer outcomes. You intuitively understand and respond to customer needs and emotions and have developed a proactive approach to managing and growing a book of business.

This Customer Success Manager position has a contract term of 18 months, covering maternity leave. It is a remote role that requires you to reside within Canada. You’ll report to Jessica Teckson, Bilingual Customer Success Manager & Team Lead. 

Opportunity & Impact

As a Customer Success Manager on our Admission Assessments team, you’ll have a vital role on the team that supports customers of our company’s most prominent product, Casper. Hundreds of academic programs use our situational judgment test to assess applicants' soft skills during admissions. The team you’ll be part of also supports admission teams adopting and using Duet. This value-alignment assessment helps uncover applicants whose priorities and values match their program.

In your role, you will own, manage, and grow a $2M+ book of business. You’ll support 40-50 academic programs that train future doctors, nurses, veterinarians, and other health and medical professionals. Your portfolio will mainly be French language programs and blends strategic, high-value, legacy, and newer partners.

As CSM on our Admission Assessments team, you get to promote equity, diversity, and inclusion as you lead our partners in Higher Education through their adoption and use of Casper in their admission process. This work will help medical and health programs expand pathways to education for a broader pool of applicants.

You’ll see customers through significant process change and shift in thinking by introducing them to data, insights and our latest Admissions research so they can confidently choose applicants who are more likely to succeed and lower their student dropout rates.

In this role, you’ll proactively assess partners’ needs and analyze data and insight available to you in our Customer Success platform to act when there are opportunities to reaffirm and augment our products’ value. You’ll also manage escalations when they happen.

While we evolve how we support our digital tier accounts, you’ll also be part of a rotating, non-shift-based schedule, providing e-mail support to programs with fewer applicants.

As part of our Customer Success team, you get to work alongside, collaborate with and learn from people at different experience levels who also are dedicated to long-term success of our customers. You’ll be well-supported, coached and mentored as you hone and further develop your customer success skills.

Cross-functional collaboration will help increase your impact in the role. You'll work with Sales on handoffs and growth opportunities, Customer Marketing and Sales Enablement on pipeline support, Casper Operations on test coordination, Product and Technology on web app enhancements, and Research on partner projects.

Your success in this role is measured on three key metrics: Account health, retention and expansion. You’ll know you are meeting performance expectations when:

• Your partner list retention and account health scores remain high. 
• Your position as a trusted advisor with your partners leads to organic revenue growth through references, referrals, and upsell opportunities.
• Peers, collaborators, and leaders you support and collaborate with across Customer Success, Casper Support, Sales, Marketing, Product, Engineering and other teams feel and recognize the impact of your work.

To thrive in the role, you:

• Are fluent in French & English languages, both in verbal and written form.  
• Are a customer success professional who has had a chance to build core functional skills through 1 or 2 professional experiences in a Customer Success, Account Manager or related role managing a book of business with retention and growth targets. 

• Have developed successful approaches for cultivating and maintaining strong customer relationships over time.
• Bring experience training or educating customers to understand new products or concepts and help them recognize value in products/services.
• Have a keen eye for cross-sell and up-sell opportunities and familiarity with achieving growth targets.
• Enjoy learning and adopting new technologies to help you in your work, and can navigate or quickly ramp up with tools like ChurnZero and Salesforce. 
• Welcome the chance to attend a conference and visit partners in the U.S. and Canada onsite to nurture and grow relationships. 

To thrive at Acuity Insights, you are

• Caring toward people. You show up, take time to listen and understand, encourage and support, and don’t shy away from providing feedback, mentoring and teaching others to help them grow. 
• Curious by nature and open to possibilities. You like exploring, asking questions, listening, experimenting, and learning.
• Driven to problem-solve independently and with collaborators, seek to continuously improve your skills, methods, and practices. 
• Adaptable with a preference for startup-like work environments where you can explore ways to contribute and create value, initiate and take ownership of your projects, and positively influence change. 
• At your best when you can manage your work, time, and priorities independently and ask for help when you get stuck or seek feedback.
• Self-aware, with an understanding of your strengths and where you have growth opportunities.
• Motivated by meaningful work and the chance to contribute to creating a world powered by everyone’s full potential.

Selection Process

We look at every application. Your application is evaluated and selected based on your professional experiences, your impact in previous roles, and the soft skills you demonstrate.

To ensure a fair and inclusive process, you will receive equal consideration for an interview, whether you apply, are introduced as a referral, or contact the manager or recruiter directly.

You must reside in Canada and be eligible to work here to be considered for an interview. 

Interview Process

Our interview process is designed to be a two-way discovery and create space for meaningful conversations.

We want to learn who you are as a human & professional, understand your experiences, assess your learned skills, and ensure alignment with our business needs and values.

We encourage you to be curious and ask insightful questions throughout our conversations.

Here are the steps you can expect:

• Review & Selection.  A human, rather than an AI, will review your application to assess potential fit. You will receive an email regardless of whether you progress further.
• Intro Conversation with Recruiter. If selected, you’ll have a 45-to-60-minute phone call to discuss your background and interests and learn more about the company, team, role and compensation. 
• Bilingual Proficiency Assessment. On your own time, spend up to 30 minutes on a shortened version of our admission assessment test, Casper, so we can assess your written French & English language proficiency.
• Meet The Manager. Have a 45-minute video call with your potential future manager to discuss relevant experiences and learn about the team and their day-to-day.
• Meet The Team. Connect with 3-4 future peers and collaborators in 1-on-1 video conversations to learn more about life at Acuity Insights. One conversation will be conducted in French. 
• Wait For a Decision. The Hiring Manager consolidates and evaluates feedback from the team to make a hiring decision within 2-4 days.
• Receive an Offer / Reference Check. If you're a good fit for the role, team, and company, we'll invite you to an offer conversation. The offer is contingent upon the completion of a reference check.

Your Contract Benefits

• Fair Compensation. We offer salaries based on internal pay equity, market considerations, and responsible & sustainable financial practices.
• Investment In Your Growth. Access an annual budget of $3,000 for your professional and personal development.
• Remote & Flexible Work. Enjoy the freedom of working from your home base anywhere in Canada and the autonomy to set your own schedule in collaboration with your team.
• Paid Self-Directed Vacation. Take charge of your vacation schedule and duration with unrestricted paid vacation days, supported and encouraged by your manager. 
• Paid Collective Time Off. Join the team in disconnecting from work for two weeks at the end of the year and enjoy extra Fridays off throughout the year.
• Other Paid Time Off. Take comfort in knowing you won’t feel a financial impact when you need time off due to a medical or family emergency, lose a loved one, or just need a day to nurture your mental health and well-being. 
• Work Equipment. You'll receive a Mac laptop to work on and a home office setup (like an extra monitor or a desk) as needed.
• Holistic Wellness Support. Receive personalized support for your physical, mental, social and financial well-being needs through a membership with Cyno.

Please note: As a full-time contractor in this role, you will not have access to Acuity's health benefit coverage plan, Group RRSP program or Employee Stock Option program.  

Get to Know Us

Acuity Insights is a Canadian product and research company established in 2014. We were founded on 15 years of research by co-founders Kelly Dore (Ph.D.) and Harold Reiter (M.D MEd), who invented our first product, Casper, a higher education admissions assessment, at McMaster University in Ontario.

In 2021, we partnered with a private equity firm. It enabled us to acquire One45, a healthcare education software company, expanding our team and offerings beyond Admission Assessments (Casper & Duet) to SaaS-based Program Management and Insights (One45 & Analytics) for higher education institutions.

Behind Acuity Insights, you'll find a diverse team of 130+ caring, curious, and driven individuals collaborating remotely across Canada and some international locations.

We are committed to creating a supportive & collaborative culture built on respect for all individuals. We prioritize equity and inclusion in our systems and company policies and transparency in our business operations.

Diversity fuels innovation, builds better products, and contributes to healthier business outcomes, and it’s one of our company's strengths. We encourage individuals from non-traditional backgrounds or historically marginalized and underrepresented groups to apply and join us in helping higher education institutions implement and practice holistic and fair admission processes.

Thank you for considering Acuity Insights as your next workplace!