Senior Manager, Customer Success (EdTech and Platform Transformation Leader at Acuity Insights

Ottawa, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

19 Feb, 26

Salary

135000.0

Posted On

21 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Team Leadership, Commercial Leadership, Strategic Ownership, Change Stewardship, Global Perspective, Cross-Functional Influence, People-Centric Leadership

Industry

Higher Education

Description

Lead Through Change. Build for Scale. Grow People and Impact. At Acuity Insights, Customer Success isn’t just about renewals. It’s where partner trust is earned, growth is fueled, and the future of our platform comes to life. As we expand our platform and global reach, Customer Success plays an increasingly pivotal role in delivering trust, clarity, and long-term value to our partners. As our next Senior Manager, Customer Success, you’ll step into a role with strong foundations and the rare opportunity to guide the Assessments CS team into its next chapter, one that blends stability, connection, scale, and global readiness. You’ll inherit a capable, values-driven team that cares deeply about our partners and one another, a group proud of what they’ve built and ready for a leader who can bring steadiness, advocacy, and structure while helping them grow into what’s next. “This team shows up with clarity, empathy, and accountability for programs navigating big decisions. Leading them means strengthening that trust while building the systems that carry us into the next stage of growth.” - Jennifer Fines, AVP Customer Success This role offers the chance to shape not just outcomes, but culture, to build scalable systems through people, and to show how empathy and accountability can coexist in high-growth transformation. This is a fully remote role open to candidates based anywhere in Canada. What You’ll Lead and Shape In this role, you’ll guide both the day-to-day rhythm of the Assessments CS team and the longer-term systems that enable Customer Success to scale across products and markets. You’ll lead our Assessments Customer Success team, which today supports Casper and will soon expand to include new assessment products as they go to market. As our product ecosystem expands, CS is not just supporting partners; it’s shaping how our platform is adopted, experienced, and grown across markets. Your leadership helps ensure every partner feels confident, supported, and set up for long-term success. What begins as managing a defined portfolio will quickly evolve into shaping how CS fuels Acuity’s growth as a global platform company. You’ll also play a key part in evolving Acuity’s Customer Success model, collaborating across CS teams to design scalable practices and deliver a consistent partner experience for programs adopting multiple Acuity products. Your mandate: Retention as growth. Safeguard renewals and drive net revenue retention above 110% by embedding expansion into every client plan and building a repeatable playbook for multi-product adoption. Platform transformation. Lead partners and CSMs through a high-stakes migration to our new platform, ensuring trust, clarity, and alignment. Your advocacy will directly influence product priorities and executive decision-making. Global expansion. Prepare CS to scale internationally, doubling our presence in Australia and establishing readiness in the UK, Saudi Arabia, and beyond, ensuring every partner experiences Acuity’s hallmark care and consistency. People and capability growth. Develop and empower CSMs and Team Leads through coaching, clarity, and collaboration, balancing care for people with commercial accountability. Your Team & Collaborators You will report to the AVP, Customer Success and be a peer to Managers, Customer Success (Program Experience) and the Manager, Client Empowerment (Technical Support). Your direct reports: CSMs and Team Leads within the Assessments Customer Success team, supporting Casper today and Video Interview and In-Program Professional Skills Development as they scale. You’ll join a collaborative Customer Success organization that works closely across functions to deliver a unified partner experience across products. Your key collaborators: Product: Align on roadmap priorities, surface partner needs, and co-design onboarding and success practices for multi-module adoption. Engineering: Advocate for partner impact, support platform migration readiness, and ensure clarity across systems and use cases. Sales, Business Development, and Growth Enablement & Execution: Share expansion signals, coordinate multi-product strategy, and align on value delivery for renewals, pilots, and new verticals. Applicant Support: Partner on applicant-facing workflows, troubleshoot issues that impact programs, and ensure a seamless assessment experience for test-takers. What Success Looks Like in Your First Year Your first year will be defined by how effectively you protect revenue, expand opportunity, and guide both partners and the team through platform evolution and growth. You’ll balance hands-on execution with building the systems, clarity, and confidence that prepare CS for scale across products, markets, and regions. By the end of your first 12 months, you will have: Protected and expanded revenue as a growth engine. Achieved NRR above 110% through proactive renewals, early identification of expansion opportunities, and embedding multi-product adoption into every account plan. You’ll build commercial confidence across the team so they can tell compelling value stories and move expansion conversations forward with clarity. Led a trusted, smooth platform migration across assessments. Transitioned Casper and other assessment products onto the new platform with minimal disruption, ensuring partners feel supported, heard, and confident. You’ll champion timely communication, help your team navigate dual systems, and turn field insights into recommendations that inform roadmap and migration readiness. Strengthened executive partnerships and strategic influence. Established yourself as a trusted advisor to senior academic leaders by running Executive Business Reviews (EBRs) that demonstrate ROI, elevate insights, address risks, and open the door to additional value. Built the foundations for enterprise-ready CS. Developed segmentation models, renewal and expansion frameworks, and scalable account practices that prepare CS to support partners adopting multiple Acuity modules. You’ll co-design onboarding, playbooks, and success practices that create a consistent, enterprise-level experience across products and regions. Expanded global readiness and capacity. Doubled CS coverage in Australia and built the team’s readiness for new market entries, including the UK and Saudi Arabia, ensuring consistent service quality across time zones, cultural contexts, and product maturity levels. Connected the CS voice to product and business strategy. Positioned your team as expert signal-givers by building tight advocacy loops with Product, Engineering, and Growth. You’ll elevate client insights, influence roadmap decisions, and help build shared CS frameworks that unify how teams across Acuity measure success and deliver partner outcomes. Shaped a resilient, connected, growth-ready team culture. Strengthened confidence, communication, and collaboration across the team by modelling calm, pacing, and empathy through change. You’ll ensure people feel energized, not overwhelmed, and supported with clear expectations, consistent rhythms, and space to grow. What You Bring You get energy from building lasting client partnerships, protecting revenue, uncovering opportunities, and proving the value of Customer Success as a growth engine. You’ve led teams through change, built scalable practices, and helped people grow into leaders. You’re equal parts strategist and coach, able to think globally and act locally, scaling systems through people rather than around them. You bring: Commercial leadership. Delivered measurable growth through retention and expansion, treating NRR as a north star. Strategic ownership. Shaped account strategies, built renewal and expansion models, and influenced executive decisions with data-backed recommendations. Change stewardship. Led with empathy and pacing, guiding teams through transformation without losing trust, humour, or energy. Global perspective. Supported customers across markets, balancing local nuance with global consistency. Cross-functional influence. Partnered with Product, Engineering, and Growth as a peer leader, translating client needs into business action. People-centric leadership. Balanced care and accountability, coaching people to grow in capability and confidence while delivering results. We’ve Got You Covered You do your best work when you’re trusted to lead with autonomy, given room to grow, and supported with the resources you need to make an impact. At Acuity, we design our support with that in mind. Transparent compensation. The hiring base salary range for this role is $125,000–$135,000 CAD, with quarterly variable compensation tied to retention, expansion, and team performance. Learning that grows with you. $3,000 annual learning budget, plus mentorship and peer learning opportunities. Shared success. Access to employee stock options so you benefit from the growth you help create. Flexibility and balance. Remote-first across Canada, with up to six weeks per year to work internationally. Time to rest and recharge. Self-directed vacation (typically 4–6 weeks annually) plus a two-week company-wide closure each December. Comprehensive care. Health and dental coverage from day one (for you and your dependents). Future-proofing. GRSP matching of up to 2%. Family support. Parental leave top-up for 16 weeks beyond EI. What to Expect From the Process We view hiring as a two-way conversation designed to help both sides learn whether the match feels right. Application Review. Every application is reviewed by a human. You’ll hear back either way. Recruiter Conversation. A call to learn more about your background and goals, and to share details about the company, role and team. Manager Conversation. A video call with your potential manager to explore your experience and day-to-day realities of the role. Case Study & Team Conversations. A brief case study plus 1:1 meetings with future team members to explore alignment and ways of working. Decision & Follow-Up. Typically within 2–4 business days. Offer Conversation & References. If it’s a mutual match, we’ll walk through the offer. Final offers are contingent on completing references. We know the process requires meaningful time and energy, we aim to make every step thoughtful, transparent, and worthwhile. We use AI-powered note-taking to support focus and accuracy, but all decisions are made by people. Our Story & Purpose We believe everyone has incredible potential, and our mission is to help uncover it, nurture it, and bring it to life. Higher education programs rely on us to help deliver fair, meaningful assessment experiences to applicants and learners worldwide, work that shapes who becomes tomorrow’s professionals, educators, and leaders. Our journey began with a simple idea: assess people not just by academic metrics, but by who they are. That vision started with Casper, developed with McMaster University to measure human skills like empathy and collaboration, and grew with One45, created at the University of British Columbia to help medical programs manage curriculum and assessment digitally. Now united as Acuity Insights, we’re building a connected platform that supports learners and programs from admissions to graduation, serving partners across North America, Europe, Asia, and Oceania. We’re trusted by leading education institutions and powered by a team that believes technology can help build a fairer, more human world. Life at Acuity Insights We’re a remote-first team of 140+ people who care deeply about our work and each other. We collaborate across time zones, connect intentionally through virtual rituals and co-working days, and live our values, Caring, Curious, and Driven, in everything we do. We’re intentional about growth: scaling the company without losing what makes it special. We prioritize trust, flexibility, and inclusion, giving people the autonomy to do their best work and the space to keep learning. If you’re looking for purposeful work, room to grow, and the chance to build systems that shape how people learn and lead, we’d love to meet you.

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Responsibilities

Lead the Assessments Customer Success team and guide the evolution of Acuity’s Customer Success model. Ensure partners feel confident and supported while driving revenue retention and expansion.