Customer Success Manager, Medical & Health Sciences Education

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.

• →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.

• 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.

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. 

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.

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.

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.