Technical Customer Success Manager at Acuity Insights. Guide Partners Through Change. Foster Lasting Relationships. Enable Future Success.. Higher education is evolving, and so are we. Acuity Insights is in growth mode, expanding our platform, evolving our customer success model, and deepening our partnerships with medical and health sciences programs around the world. . As our next Technical Customer Success Manager, you’ll be part of that journey.. You’ll gain the opportunity to guide higher education institutions through pivotal transitions, build referral-worthy relationships, and help define how Customer Success drives retention and growth at Acuity. By supporting programs using our One45, MSPE Builder, and Analytics SaaS products, your work will directly impact how future doctors, nurses, and health professionals are trained.. If you thrive on change, build energy through relationships, and want to bring potential to life by shaping how higher education programs prepare future health professionals, this role was made for you.. This is a fully remote role open to candidates based anywhere in Canada.. The Role You’ll Play. As a Technical Client Success Manager (CSM) at Acuity Insights, you’ll be at the center of how our partners experience us, not just during implementation, but across their entire journey.. You’ll join at a pivotal moment: as we transition long-standing partners from One45 to our new Acuity Platform, the role of the CSM is shifting from project-based implementations toward proactive relationship management, structured account orchestration, and guiding partners confidently through change.. In your first few months, you’ll go through our onboarding program and likely:. . . Shadow client calls. , assist with in-flight implementations, and gradually take ownership of a ~$800K–$1M book of business.. . S. upport legacy clients with adoption and usage. , while preparing them for transitions to the new platform.. . . Begin building the knowledge you’ll need to lead implementations. of One45 and Platform in the future.. . . Contribute to the rollout of Orchestrated Account Management (OAM). , our new, structured model for proactive, lifecycle-based client engagement.. . Over time, you’ll grow into owning accounts end-to-end: building success plans, driving adoption, leading executive check-ins, reducing escalations, and enabling growth through referrals and renewals.. Your north star outcomes will be partner retention, confidence through transition, and stronger long-term relationships.. How You’ll Contribute. This role is about being a trusted guide for our partners, helping them adopt, adapt, and thrive through moments of change. . You’ll balance empathy with structure, building strong relationships while also driving retention, reducing escalations, and creating space for growth. You’ll work cross-functionally with Sales, Product, Support, and our Technical Consultants to deliver a seamless, orchestrated partner experience.. You will:. . . Guide partners through transitions. , from onboarding to platform migrations, with confidence, clarity, and care.. . . Lead technical implementations of One45 and Platform for new partners. , coordinating timelines, configuration, and stakeholder training with support from Technical Consultants.. . . Build trust-based relationships with administrators. , faculty, and program leaders that extend well beyond initial implementation.. . . Execute the Orchestrated Account Management (OAM) model. , ensuring consistent touchpoints, success plans, and documentation throughout the client lifecycle.. . . Anticipate risks and reduce escalations. by surfacing issues early, coordinating resolution, and reinforcing trust in high-stakes moments.. . . Collaborate with Technical Consultants . to uncover true partner needs, co-create solutions, and accelerate time-to-value.. . . Act as the partner’s advocate internally. , sharing insights that influence product direction, improve processes, and strengthen the overall partner journey.. . . Enable adoption and learning. , contributing to scalable resources like our new Onboarding Hub and training initiatives that empower partners to succeed independently.. . . Contribute to team growth. by modelling engagement hygiene (touchpoints, notes, follow-ups) and supporting process improvement as our playbooks mature.. . What Early Success Looks Like. Success in this role isn’t about instant wins; it’s about building trust, confidence, and momentum with both partners and your team. . In your first few months, early success shows up as:. . . Consistent engagement hygiene. , keeping client health data current in ChurnZero, with timely follow-ups and clear documentation of partner touchpoints.. . . Growing confidence in partner conversations. , demonstrating empathy, resourcefulness, and credibility as you build trust.. . . Smoothly supporting legacy clients. while learning our new Platform and contributing to migration efforts.. . . Proactively surfacing risks and issues. rather than waiting for them to escalate.. . . Visible contributions to playbooks and enablement resources. , such as the OAM framework and the new Onboarding Hub.. . . Collaborating effectively with peers and Technical Consultants. , knowing when to ask for support and when to take ownership.. . What You’ll Help Make Possible. The institutions you’ll support are training future doctors, nurses, and health professionals, but behind the scenes, they’re wrestling with complex systems, accreditation demands, and the constant need to support learners effectively. With One45, MSPE Builder, and Analytics, we give them the tools to simplify operations, connect data, and see the full story of their learners.. As a CSM, you’ll help partners unlock that value, guiding them through transitions, building confidence in the tools, and ensuring their outcomes translate into stronger programs and learner success.. With your contributions, we’ll:. . . Position Customer Success as a strategic growth driver. , ensuring our partners see us as more than software, but as an ongoing partner in shaping the future of health professions education.. . . Simplify complexity for programs. , helping them replace dozens of disconnected systems with One45’s integrated scheduling, curriculum, assessment, and evaluation tools.. . . Support medical schools during critical milestones. , from automating MSPE letters for residency applications to surfacing early indicators of struggling learners.. . . Reduce risk and wasted resources. , ensuring learners aren’t slipping through the cracks and programs can avoid costly attrition.. . . Make accreditation and Continuous Quality Improvement (CQI) easier. , giving leaders confidence they can meet standards without spending weeks pulling together data across spreadsheets and systems.. . . Strengthen partner retention and referrals. , as programs feel supported not just at implementation, but through their entire lifecycle with Acuity.. . Who You’ll Work With. You’ll report to one of our Managers, Customer Success for Program Experience (One45 and Analytics) and join a team of eight other Technical Customer Success Managers (internally called Client Enablement Managers).. You’ll partner closely with:. . . Technical Consultants. , who act as solutioning partners to uncover needs and design feasible approaches.. . . Sales. , to ensure smooth handoffs, align on expectations, and support renewals and referrals.. . . Product. , to share partner insights that shape roadmap decisions and improve product-market fit.. . . Support & Operations. , to triage issues quickly and keep partners confident in moments of challenge.. . . Enablement & Training. , to co-create scalable resources like the Onboarding Hub that make adoption easier.. . You’ll be part of a collaborative, mostly Canada-based Customer Success team that’s evolving quickly, shifting from implementation-focused work to proactive account management and lifecycle orchestration. It’s a culture that values curiosity, trust, and impact, where we learn together and celebrate shared wins.. What You Bring to the Table. You’re a relationship builder and change navigator who thrives in dynamic environments. You’ve helped clients succeed through transitions before, and you know how to balance empathy with accountability to drive outcomes like retention, adoption, reduced escalations, referrals, and growth.. . . Retention through Change.. You’ve guided clients through implementations, migrations, or major process changes, building trust during high-risk moments and ensuring they stayed engaged and confident in the partnership.. . . Driving Adoption & Time-to-Value. . You have experience onboarding and training users on new tools or systems, helping them see value quickly and build lasting habits of use.. . . Reducing Escalations.. You know how to spot risks early, surface issues before they grow, and coordinate resolution across internal teams to restore confidence and strengthen relationships.. . . Building Referral-Worthy Relationships.. You’ve built partnerships strong enough that clients not only renew but recommend your services to others, and you take pride in being a trusted advisor, not just a point of contact.. . . Supporting Growth. . You understand that customer success doesn’t stop at service: you’ve collaborated on renewals, cross-sells, or upsells by surfacing opportunities and connecting client needs to additional value.. . . Stakeholder Collaboration.. You’ve worked with a range of client stakeholders, from administrators to directors to executives, tailoring your communication and approach to their context and goals.. . . Project Management with Many Moving Parts. . You’re confident coordinating complex client projects, managing timelines, and keeping multiple stakeholders aligned without losing sight of details.. . . Curiosity and Resilience.. You thrive in fast-changing environments, quickly learning new tools and processes, and bringing resourcefulness when faced with uncertainty.. . How We Support You. Compensation & Growth. . . Fair, transparent sal. ary. The hiring salary for this role is $85,000 - $95,000 CAD, within a broader internal pay band. The final offer will reflect experience, scope, market alignment, and internal equity.. . . Learning budget. . $3,000 annually for professional or personal development.. . . Long-term value. . Access to employee stock options as part of our shared growth.. . Flexibility & Well-Being. . . Remote-first work.. Fully remote within Canada, with up to 6 weeks per year to work internationally.. . . Generous time off. . In addition to statutory holidays, you’ll have a 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.. . . Health benefits.. Comprehensive coverage from day one for you and any dependents via Equitable Life of Canada and Nivati.. . . Retirement planning.. GRSP matching program with up to 2% salary contribution.. . Family & Community. . . Parental leave.. 16-week top-up beyond EI, no matter your role in growing your family.. . . People-first culture. . A caring, inclusive environment where learning, balance, and belonging are prioritized.. . What to Expect From the Process. Whether you apply directly, are referred, or connect with a recruiter or hiring manager, you’ll be given equal consideration. Every application is reviewed by a real person, with care and attention to your experience, skills, and motivation, as well as the qualities that help people thrive here.. We don’t use AI to evaluate applications. If you don’t meet baseline requirements (such as Canadian residency and valid work authorization), you may be automatically screened out. During conversations, we may use AI-powered note-taking to support focus and accuracy, but all decisions are made by people.. We view hiring as a two-way conversation. Our goal is to learn about your career journey, abilities, and interests while giving you the insight you need to decide whether this role and team feel like the right fit.. Here’s what the process looks like:. . . Application Review & Response. . A human carefully reviews your application. You’ll hear back from us either way.. . . Conversation with Recruiter. . A recruiter will connect for a phone call to learn more about your background and goals, and to share details about the role, team, company, and culture.. . . Role-Play Assignment. . You’ll prepare a short role-play exercise simulating a client onboarding call, a chance to show how you guide new partners through their early journey.. . . Simulated Onboarding Call & Team Conversations. . Lead your onboarding call with members of the hiring team (future teammates, leaders, and collaborators). You’ll also join 1:1 conversations to explore mutual fit and learn more about life at Acuity Insights.. . . Decision & Follow-Up. . After consolidating feedback, the hiring manager makes a decision, typically within 2-4 business days.. . . Offer Conversation & References.. If it’s a mutual match, we’ll walk through the offer together. Any offer is contingent on reference checks.. . We know our process is a meaningful time commitment, and we truly appreciate the effort and energy you invest in getting to know us. We aim to make every step thoughtful, transparent, and worthwhile, for you as much as for us.. Our Story & Purpose. We believe everyone has incredible potential. At Acuity Insights, our mission is to uncover it, nurture it, and help bring it to life.. Our journey began with a bold idea: to improve how we assess people, not just by academic metrics, but by who they are. In partnership with McMaster University, we developed Casper in 2004 to measure the durable, human skills that matter in health professions and other fields where people work with people. That vision came to life with the founding of Altus Assessments in 2014.. Meanwhile, One45 started in 1998 at the University of British Columbia, helping medical education programs digitize complex processes like curriculum management, scheduling, and assessment. Over time, it became a trusted partner to programs across North America and beyond.. In 2021, Altus Assessments acquired One45, and in 2022, we unified as Acuity Insights, a single, growing organization with a shared purpose and broader vision.. What started as two distinct products is now one integrated mission supported by our Analytics solution, which delivers actionable insights to drive continuous improvement across the learner journey.. Today, our platform supports students and institutions from admissions to graduation across North America, the U.K., Australia, New Zealand and Saudi Arabia. . As we continue to grow, we’re committed to being more than a software provider. We’re trusted thought leaders and valued advisors in higher education, offering practical solutions, strategic insights, and guidance that help our partners make confident, informed decisions.. Life at Acuity Insights. We’re a remote-first team of 135+ people who care deeply about our work and about each other. While we collaborate virtually across time zones, we make space for connection through thoughtful rituals, candid conversations, and the occasional in-person meetup when we can.. Our core values (caring, curious, and driven) shape how we show up for each other, our partners, and the learners and educators we serve. We listen with intention, build with purpose, and hold ourselves to high standards without losing sight of empathy and balance.. We’re committed to inclusion and belonging, not just in principle but in practice. Diverse perspectives make us better, more creative, more resilient, and more equipped to solve meaningful problems. Our policies are designed to support equity, flexibility, and well-being.. If you’re looking for purposeful work, room to grow, and a team that’s as thoughtful as it is ambitious, we hope you’ll consider bringing your expertise to Acuity and helping shape the future of higher education.. Company Location: Canada.
Telegram
Linkedin
Twitter
Instagram
Facebook