Strategic Customer Success Manager
Acuity Insights
Strategic Customer Success Manager
Acuity Insights
Higher-ed admissions assessment and analytics platform
Acuity Insights · Melbourne, Australia (Remote) · Full-time · Posted 2026-09-01
Salary: AUD 115,000–126,000
Workplace: remote
Department: Customer Success
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.
That includes Casper, our established situational judgment assessment used by higher education institutions around the world, alongside newer products and capabilities we’re beginning to bring to market. 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. Bring local insight and perspective into a Canadian-founded company growing internationally. And help shape how we support and grow a market that already has strong momentum, but is still early in its potential.
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.
If you know the Australian higher education landscape, enjoy the autonomy of owning your work, and want the chance to leave a visible mark on how a market develops, this could be a particularly interesting next chapter.
This is a fully remote role open to candidates based in Australia, with regular travel to meet customers and participate in industry events across the region.
Before you apply: Thoughtful use of AI is encouraged. 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.
At the heart of this role is owning and growing strong, strategic customer relationships across Australia and New Zealand.
You’ll:
Partnerships that deepen over time.
Our strongest customer relationships go beyond successful adoption. They’re built on trust, shared understanding, and meaningful outcomes. You’ll help create the conditions for those partnerships to last, deepen, and open new possibilities over time.
Growth built on trust.
Some of our strongest growth in the region has come through advocacy, referrals, and word of mouth. You’ll help turn great customer relationships into greater adoption, new use cases, introductions across institutions, and opportunities to support more of the higher education community.
A stronger local presence.
Having someone on the ground changes what’s possible. Partners can see and spend time with us more easily, Acuity can participate more actively in the higher education community, and our investment in the region becomes increasingly visible.
Acuity getting smarter about the region.
Being close to the market means seeing things others might miss: what partners are talking about, how institutions are changing, where new needs are emerging, and the important differences between Australia and New Zealand. Your perspective will help shape how we support customers, evolve our approach, and decide where to invest.
Strong partnerships creating new possibilities.
By helping partners get more value from Acuity, deepening relationships across their institutions, and understanding where their needs are evolving, you’ll help create opportunities for those partnerships to grow over time.
Within your first year, we’d hope to see:
Partners who trust you and value your perspective. You understand their world, know the people who matter, and have built relationships that go beyond regular check-ins. Customers see you as someone who can help them think through challenges, opportunities, and what comes next.
A healthy, growing portfolio. Your customers are realising meaningful value, risks are surfaced and addressed early, and you’re creating the conditions for strong retention, deeper adoption, and expansion over time.
A meaningful presence in the region. You’ve met our partners in person, built connections across the higher education community, and become a familiar and credible face for Acuity in Australia and New Zealand.
Growth emerging from strong relationships. You’re spotting opportunities within and beyond your portfolio, generating introductions and referrals, and working with the Go-To-Market team to turn the right opportunities into something more.
A stronger foundation for what comes next. You’re bringing useful market insight back into Acuity, advocating for what the region needs, and helping us learn what works so we can make better decisions about how we support customers and grow our presence over time.
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. You’ll also work across Product, Research, Marketing, Support, and other teams to bring the right expertise and resources to our partners when they need it.
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.
That could mean bringing a Research expert into an important customer conversation, making the case for locally relevant Marketing support, connecting Product to an emerging customer need, or asking Growth to lean into an opportunity you’re seeing.
You won’t be expected to have every answer or do everything yourself. There’s plenty of expertise to draw on across Acuity. But you’ll need to be proactive and persistent about accessing it: ask questions, make clear asks, follow up, and keep the right things moving even when the people or resources you need are on the other side of the world.
Part of your role will be connecting those worlds: bringing local context into Acuity, bringing Acuity’s expertise to the region, and making sure Australia and New Zealand have a strong voice as our presence there grows.
Success in this role is as much about how you operate as what you know. You’ll bring the judgment, curiosity, relationship skills, and ownership we look for in great Customer Success, along with the resourcefulness and resilience to help build our presence in the region.
You’re likely to thrive here if you:
Experience with admissions, assessment, education technology, health sciences, or the systems and organisations that support Australian higher education would be particularly valuable, but isn’t essential.
Our Australian team members are employed through our Employer of Record, Deel, with access to Acuity benefits and programs alongside Australian employment entitlements.
Transparent compensation. A base salary of $115,000–$126,000 AUD, plus a $10,000 AUD annual retention bonus and additional incentives when customer referrals lead to new business. A 12% employer superannuation contribution is provided through Deel.
Learning that grows with you. $3,000 AUD annually for professional and personal development.
Shared success. Eligibility to participate in Acuity Insights’ Employee Share Option Plan, with grants based on role and level.
Time to rest and reset. In addition to your annual leave entitlement, there’s flexibility to take additional time off when you need it, plus monthly Acuity Days and a two-week company-wide closure each December.
Health and wellbeing. Access to private health insurance or an allowance to support mental health and wellbeing. Specific availability and terms will be confirmed during the offer and Deel onboarding process.
Remote-first work. Work remotely from Australia, with company-provided tools and hardware and up to $150 AUD per month toward a co-working space where needed.
Acuity is a Canadian-founded, remote-first company, with many of your colleagues based in North America and Europe. Some flexibility to start earlier or finish later on occasion will create overlap for team meetings and collaboration, and we’ll be thoughtful about making that sustainable.
We review every application carefully and don’t use AI to evaluate candidates. Our interviews are two-way conversations designed to help us understand your experience and goals, while giving you plenty of opportunity to understand the role, team, and Acuity.
Our process typically takes 2–4 weeks and includes an intro conversation with Talent, a conversation with the hiring manager, and conversations with future collaborators across Customer Success and Go-To-Market. If it’s a match, we’ll move to reference checks and a formal offer.
We’re a remote-first team of 140+ people, built around trust, autonomy, flexibility, and a sustainable pace. We work thoughtfully across a distributed team, creating space for deep work alongside intentional connection.
Acuity Insights has been named one of Canada’s Top Small & Medium Employers for the second consecutive year, reflecting our commitment to building an environment where people can do meaningful work and grow over time.
Acuity Insights builds products that help higher education institutions make better decisions about people, from admissions through to development.
Our work is grounded in a simple idea: people are more than their grades, and potential can be understood and developed, not just measured. Our Casper situational judgment assessment has been completed by over 1 million applicants and is backed by nearly 20 years of research.
Today, we’re evolving our products to better connect assessment, insight, and development, helping institutions identify potential and support its growth over time.
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Higher-ed admissions assessment and analytics platform
Acuity Insights provides admissions assessment, program management, and analytics software for higher education. Casper is an online situational judgment test with video and text-based scenarios whose open-ended responses are rated by human raters to assess traits like ethics and collaboration, while Duet compares applicant values with program offerings for value alignment (primarily in U.S. medical programs). The company also owns One45, a medical education program management platform that covers the student lifecycle from admissions to graduation. Operating on a private equity-backed SaaS model and serving over 600 programs worldwide, Acuity integrates assessment data with lifecycle analytics to support decisions across admissions and student outcomes, differentiating itself through an end-to-end, data-driven approach to holistic admissions and program management with a longitudinal view of performance.
Explore more opportunities at Acuity Insights