Customer Success Manager, Medical & Health… at Altus… · Vancouver

Partner with the Higher Education Programs Preparing Tomorrow’s Healthcare Professionals.

The best customer relationships begin with trust: understanding what a partner is trying to achieve, helping them work through difficult challenges, and showing up with insight when it matters.

At Acuity Insights, those conversations happen in a uniquely meaningful context. We partner with medical and health sciences programs as they educate and develop the people who will become tomorrow’s healthcare professionals. Our Program Experience products help institutions manage complex academic programs, understand their data, and support learners throughout their journey.

As our next Customer Success Manager, you’ll build trusted partnerships with program leaders, educators, and administrators, helping them realize meaningful value from Acuity’s products while uncovering new opportunities to deepen those relationships over time.

This is a Customer Success role where helping customers realize long-term value naturally leads to renewals, growth, and lasting partnerships. Our strongest partnerships grow because customers trust our guidance, see meaningful outcomes, and choose to deepen their relationship with us over time.

You’ll also join at an important moment for our Customer Success team. We’re creating greater focus between Customer Success, Implementation, and Support so our CSMs can spend more of their time understanding their partners, strengthening relationships, driving value, and identifying opportunities for growth. The foundations are already here. You’ll have the opportunity to help shape what comes next.

If you enjoy becoming deeply invested in your customers’ success, developing a point of view about what will help them get there, and turning that understanding into trusted partnerships and meaningful growth, you’ll find a lot to dig into here.

This is a fully remote role open to candidates based anywhere in Canada.

Before you apply: Thoughtful use of AI is welcome. If you use it to support your application, please make sure it helps communicate your experience clearly and accurately. Authenticity and originality will help you stand out.

The Work You’ll Do

In your first few weeks, you’ll immerse yourself in our customers’ world. You’ll learn how medical and health sciences programs operate, get to know the institutions in your portfolio, and build your understanding of our Program Experience products: One45, Analytics, and MSPE Builder.

You’ll gradually take ownership of a focused portfolio of institutional partners, spanning a mix of mid-sized and strategic relationships. The portfolio is designed to give you the space to understand your customers deeply, build relationships across stakeholders, and take meaningful ownership of their success. You’ll have experienced teammates and specialized teams across Acuity to draw on as you build your product and domain expertise.

As you take ownership of your portfolio, you’ll:

Build relationships that go beyond the day-to-day.
Understand what matters to each partner, where they’re trying to go, and what may be getting in the way. You’ll work with programs ranging from established institutions with complex stakeholder environments to newer programs looking for more guidance.

Own the relationship, not every task.
Stay accountable for the partner and their outcomes while bringing in expertise from Implementation, Support, Product, Sales, and other teams when it’s needed.

Drive retention and uncover opportunities for growth.
Understand account health, anticipate risk, and identify where greater adoption or another Acuity solution could create meaningful value. When an opportunity is qualified, you’ll partner with Sales to move it forward.

Bring customer insight back into Acuity.
Look across your portfolio for patterns, challenges, and opportunities that can help Product, Sales, and other teams make better decisions.

Help shape how Customer Success works.
Look beyond your own portfolio for ways to improve how we manage customers, collaborate across teams, and use AI and other tools to make Customer Success more proactive and scalable.

Most of our Program Experience partners are in North America, with a significant concentration in the United States and a growing international footprint. Most of your work will happen remotely, with occasional opportunities to meet partners through campus visits, conferences, and industry events.

What You’ll Help Make Possible

The relationships you build will have an impact far beyond your own portfolio. You’ll help medical and health sciences programs get more value from their partnership with Acuity while contributing directly to our growth.

Build partnerships customers want to grow.
Develop trusted, long-term relationships that help institutions achieve meaningful outcomes and continue choosing Acuity year after year.

Help customers solve bigger challenges.
Understand what your partners are trying to accomplish and develop a point of view about how Acuity can help. Connect them with the products, insights, and expertise that move them toward their goals rather than simply responding to the request in front of you.

Spot opportunities to create more value.
Help partners get greater value from the solutions they use today and identify where other Acuity capabilities could help them solve new problems.

Bring the voice of the customer into Acuity.
Turn what you’re hearing across your portfolio into insight that can inform better products, stronger customer experiences, and smarter business decisions.

Help define the next chapter of Customer Success.
Contribute ideas and improve how the team works together as we build a more strategic, commercially accountable, and customer-centered CS function.

The impact of your work will be visible in stronger customer relationships, healthier renewals, meaningful commercial growth, and institutions that continue choosing Acuity as a trusted partner. Behind those outcomes are medical and health sciences programs preparing people for careers that have a profound impact on the communities they serve.

What Success Looks Like

Success in this role isn’t about quick wins. It’s about earning trust, developing judgment, creating momentum, and delivering meaningful outcomes for both your customers and the business.

In your first few months, you’ll build your understanding of our products, customers, and the medical and health sciences education environment while beginning to take ownership of customer relationships. There’s meaningful domain and product knowledge to learn, and you’ll have support from experienced teammates as you build confidence.

As you ramp, you’ll establish strong relationships across your accounts and develop healthy rhythms around customer engagement, renewal readiness, account health, and portfolio planning. You’ll increasingly know when to advise directly and when bringing in specialized expertise will create a better customer outcome.

By the end of your first year, you’ll be a trusted advisor to your customers, confidently leading strategic conversations and contributing directly to retention and revenue growth. Your customers will know they can count on you, and your teammates will value the perspective and insight you bring back from your portfolio.

Who You’ll Work With

You’ll report to our Senior Manager, Customer Success (Program Experience), joining a close-knit team with deep knowledge of our customers, products, and the medical and health sciences environment.

Customer Success is deeply collaborative at Acuity. You’ll maintain ownership of the partner relationship while working closely with specialized teams across the business:

Implementation, who lead onboarding, configuration, and implementation while you maintain customer context and relationship continuity.

Support, who provide specialized issue resolution while you stay connected to anything affecting the health of the relationship.

Sales, to align on account strategy, renewals, and qualified growth opportunities.

Product, to bring customer challenges, patterns, and context into product conversations.

Some of your biggest contributions will come from connecting the dots: understanding what matters to the customer, bringing the right people together, and helping Acuity see patterns and opportunities beyond a single account.

How You’ll Succeed Here

There’s no single profile for success in this role. But the people who thrive here tend to be curious, thoughtful, strategically minded, and genuinely invested in helping their customers succeed.

You stay curious.
You want to understand the problems your customers are trying to solve, not just the products they use. You ask thoughtful questions, connect the dots, and look beyond the immediate request to understand what matters most. When you spot a problem, you think about what could solve it, and whether there’s something others could learn from it too.

You build expertise.
You enjoy learning. Whether it’s our products, medical and health sciences education, or the higher education landscape, you know the best customer conversations are grounded in deep understanding.

You take ownership.
You see your portfolio as something you own, not something you manage. When something is unclear or evolving, you move work forward, follow through, and stay engaged until there’s a clear outcome.

You communicate with clarity and confidence.
You’re thoughtful, direct, and comfortable having difficult conversations when needed. You create clarity, build trust, and help people move forward together.

You thrive in change.
You’re comfortable in an evolving environment, adapt when priorities shift, and use new tools, including AI, thoughtfully to work more effectively and better support your customers.

You balance customer success with commercial thinking.
You understand that strong customer relationships and strong business outcomes go hand in hand. You’re comfortable leading renewal conversations, identifying growth opportunities, and helping customers invest where they’ll see genuine value.

Experience That Will Help You Hit the Ground Running

There’s no single path into this role, and we don’t believe great Customer Success talent is measured by years of experience alone. What matters most is that you’ve built customer relationships, taken ownership of outcomes, and learned from those experiences.

You’ll likely bring experience in:

• Customer Success, account management, consulting, or another customer-facing role where you’ve independently owned customer relationships or a portfolio.
• Building trusted relationships across multiple stakeholders in complex customer organizations.
• Supporting customer adoption, retention, and renewals while balancing customer value with business outcomes.
• Identifying customer needs and opportunities where additional products, services, or expertise could create value.
• Navigating challenging conversations and ambiguity with sound judgment and confidence.
• Using CRM or Customer Success platforms such as Salesforce, ChurnZero, or similar tools.
• Working independently in a remote environment with a high degree of ownership and initiative.
• Supporting customers across North American time zones.

Experience in higher education, healthcare education, or complex B2B SaaS environments may help you ramp more quickly, but it isn’t required. We care more about your ability to learn, build trust, think critically, and take ownership.

If you’re earlier in your Customer Success career but have demonstrated exceptional curiosity, ownership, and a track record of building trusted customer relationships, we’d still love to hear from you.

How We Support You

• Transparent compensation. A base salary between $78,000 - $85,000 CAD, aligned to role scope, experience, and internal equity.
• Learning that grows with you. A $3,000 annual learning budget to invest in your development, whether that’s deepening technical skills, building confidence, or exploring new areas of interest.
• Shared success. Access to employee stock options, so you share in the value you help create.
• Remote-first work. Fully remote within Canada, with up to six weeks per year to work internationally.
• Time to rest and reset. 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.
• Comprehensive care. Health benefits from day one for you and your dependents.
• Future-focused support. A 2% GRSP matching program to help you plan ahead.

• Support for growing families. A 16-week parental leave top-up beyond EI, available to all parents.

What Happens After You Apply

We review every application carefully. 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 of our conversations, 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.

• Application Review. A real person reviews your application for potential fit.
• Intro Conversation. A conversation with a member of our Talent team to learn about your career journey, what you’re looking for next, and to introduce you to Acuity, Casper, and the role.
• Hiring Manager Conversation. A conversation about how you build trusted customer relationships, navigate ambiguity, and balance customer outcomes with commercial success. You’ll also have the opportunity to learn more about the evolution of Customer Success at Acuity, the portfolio you’ll support, and the challenges we’re working to solve alongside our partners.
• Team Conversations. You’ll meet members of our Customer Success and Growth Enablement & Execution teams to explore how we work together across the customer journey. It’s also an opportunity for you to ask questions, get to know future teammates, and see what it would be like to work together day to day.
• Decision. The hiring manager reviews feedback from the interview team and typically makes a decision within 2 to 4 business days.
• Offer & Reference Checks. If it’s a match, we’ll move to references and a formal offer.

Life at Acuity Insights

We’re a remote-first team of 130+ people who care deeply about our work and about each other. We want Acuity to be a place where people can do meaningful work, have room to grow, and build careers that are sustainable over time.

We put a lot of trust in people to own their work, make good decisions, and manage their time in ways that work for them and their teams. Being remote means we’re thoughtful about how we communicate and collaborate, creating space for focused work while making time to connect when it matters.

Day to day, that looks like:

• High trust and autonomy in how work gets done
• Thoughtful, async-friendly communication across a distributed team
• Space for deep work, balanced with intentional moments of connection
• Curiosity, care, and people who are willing to help each other

That approach has earned Acuity recognition as one of Canada’s Top Small & Medium Employers, an award that considers workplace culture, employee wellness, and people practices.

As Acuity grows and changes, we keep paying attention to how it feels to work here and making deliberate choices to protect what works while continuing to make it better.

About Acuity Insights

Acuity Insights grew out of two separate challenges inside Canadian medical education.

One45 began at the University of British Columbia in the early 2000s, where educators were looking for a better way to manage the complex work of medical training. A few years later at McMaster University, researchers began exploring how admissions teams could understand more about applicants than grades and test scores alone. That work became Casper.

Those two paths came together in 2021. Today, Acuity builds products that support higher education institutions across more of the learner journey, from admissions and assessment through to program management, insight, and learner development.

Our work is still grounded in the same approach that shaped those early beginnings: start with a real problem, understand it deeply, and use research and technology thoughtfully to build something better.

Today, we continue to modernize our products, invest in research and innovation, and explore new ways to help institutions better understand and support human potential.