Strategic Customer Success Manager – Australia & New Zealand in Canberra

Shape Customer Success in a higher education market with momentum. Some Customer Success roles ask you to step into a well-established portfolio and follow a proven playbook. This one gives you more room to shape what comes next. You’ll take ownership of a growing portfolio of university partners across Australia and New Zealand, helping them get meaningful value from Acuity’s products, data, research, and insights.

As our portfolio grows, you’ll help partners understand what’s possible, connect their needs to the right solutions, and identify where those partnerships can deepen over time. You’ll also have the opportunity to extend your impact beyond your customer portfolio, helping build our regional presence while growing the business already there.

You’ll spend time with partners in person, build relationships across institutions and the broader higher education community, represent Acuity at conferences and industry events, and bring local insight and perspective into a Canadian‑founded company growing internationally.

This is a role for someone who likes to think strategically and stay close to the work. Someone who can build credibility with senior stakeholders, spot opportunities in relationships, and create momentum without waiting for a perfectly established playbook.

The Work You’ll Do:

• Own a portfolio of university partners, building trusted relationships from day-to-day contacts to senior decision-makers and developing a deep understanding of their goals, challenges, stakeholders, and what success looks like for them.
• Help partners get meaningful, lasting value from Acuity, using customer insight, data, and your understanding of their context to guide conversations and recommend the right path forward.
• Stay ahead of what your customers need, identifying risks early, navigating challenges thoughtfully, and bringing the right people from across Acuity together when needed.
• Spot opportunities to deepen and grow partnerships through greater adoption, new use cases, additional products, referrals, or connections elsewhere within an institution.
• Work closely with our Growth team to develop opportunities across the region, bringing your customer relationships and local market knowledge into how we grow.
• Spend meaningful time in the market, meeting partners in person, visiting campuses, and representing Acuity at conferences and industry events.
• Bring what you’re learning back into Acuity, sharing customer and market insight that helps us better support our partners and make smarter decisions about the region.

What You’ll Help Make Possible:

• Partnerships that deepen over time, built on trust, shared understanding, and meaningful outcomes.
• Growth built on trust through advocacy, referrals, and word of mouth.
• A stronger local presence, allowing partners to see and spend time with us more easily.
• Acuity getting smarter about the region by being close to the market and understanding emerging needs.
• Strong partnerships creating new possibilities by helping partners get more value from Acuity.

What Success Looks Like:

• Partners who trust you and value your perspective.
• A healthy, growing portfolio where customers are realising meaningful value.
• A meaningful presence in the region, having met partners in person and built connections.
• Growth emerging from strong relationships, generating introductions and referrals.
• A stronger foundation for what comes next, advocating for what the region needs.

How You’ll Work Across Acuity:

You’ll be part of our Customer Success team, reporting to our Senior Manager, Customer Success and working alongside CSMs who support university partners across Acuity. You’ll partner closely with our Go‑To‑Market team as you identify opportunities within existing relationships, develop referrals and new connections, and help turn regional insight into new business.

Because you’ll be based in Australia while many of your colleagues are in Canada and Europe, you’ll often be the person closest to what’s happening in the market. We’ll rely on you not just to share what you’re seeing, but to advocate for what your customers and the region need.

What You’ll Bring:

• Build trusted, strategic customer relationships with several years of Customer Success or Account Management experience.
• Own the health and commercial success of your portfolio, accountable for customer outcomes and retention.
• See growth as part of great Customer Success, recognising and developing opportunities.
• Know the Australian higher education landscape and how universities operate.
• Operate independently while knowing when to seek input or bring others into the conversation.
• Be persistent and resourceful, asking for what you need and following up.
• Work effectively across teams and boundaries to solve customer problems.
• Stay curious and adaptable, asking good questions and learning quickly.

How We Support You:

• Transparent compensation with a base salary of $115,000-$126,000 AUD plus bonuses.
• Learning that grows with you, with $3,000 AUD annually for professional development.
• Shared success through eligibility for the Employee Share Option Plan.
• Time to rest and reset with flexibility for additional time off.
• Access to private health insurance or an allowance for wellbeing.
• Remote‑first work with company-provided tools and hardware.

Life at Acuity Insights:

We’re a remote‑first team built around trust, autonomy, flexibility, and a sustainable pace. Acuity Insights has been named one of Canada’s Top Small & Medium Employers for our commitment to building an environment where people can do meaningful work and grow over time.

About Acuity Insights:

Acuity Insights builds products that help higher education institutions make better decisions about people. Our work is grounded in the idea that people are more than their grades, and potential can be understood and developed. Our Casper situational judgment assessment has been completed by over 1 million applicants and is backed by nearly 20 years of research.