Strategic Customer Success Manager, Australia & New Zealand

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.

The Work You’ll Do

At the heart of this role is owning and growing strong, strategic customer relationships across Australia and New Zealand.

You’ll:

• 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.
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.

What Success Looks Like

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.

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. 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.

What You’ll Bring

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:

• Build trusted, strategic customer relationships. You have several years of Customer Success, Account Management, or similar experience owning complex, long-term customer relationships, and know how to build credibility across an institution, from day-to-day partners to senior decision-makers.
• Own the health and commercial success of your portfolio. You’ve been accountable for customer outcomes, adoption, retention, and renewals, know how to identify and address risk early, and understand what it takes to keep a portfolio healthy over time.
• See growth as part of great Customer Success. You’re commercially minded and have experience growing existing accounts through deeper adoption, new products or use cases, referrals, or expansion elsewhere within an organisation. You can recognise and develop an opportunity without turning every customer conversation into a sales conversation.
• Know the Australian higher education landscape. You’ve worked with Australian higher education institutions and understand how universities operate, including their decision-making structures, stakeholder networks, admissions cycles, and the rhythms and nuances of the sector.
• Operate independently without operating in isolation. You’re comfortable using your judgment, making decisions, and moving work forward autonomously, while knowing when to seek input, challenge your thinking, or bring others into the conversation.
• Are persistent and resourceful. You ask for what you need, follow up when something matters, find another path when the first one doesn’t work, and keep momentum through ambiguity, setbacks, or competing priorities.
• Work effectively across teams and boundaries. You know how to bring people together to solve customer problems and move opportunities forward, even when you don’t directly own the people or resources you need.
• Stay curious and adaptable. You ask good questions, learn quickly, connect ideas across different institutions and customer needs, and adjust your approach as you learn.

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.

How We Support You

Our Australian team members are employed through our Employer of Record, Deel, with access to Acuity benefits and programs alongside Australian employment entitlements. Benefits and programs may evolve over time.

Transparent compensation. A base salary of $115,000–$126,000 AUD, plus a $10,000 AUD annual retention bonus tied to the health and retention of your customer portfolio. You’ll also be eligible for 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 to invest in your development: $2,500 for role-related learning such as courses, certifications, conferences, and eligible tuition, plus $500 for learning outside your role.

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. You’ll also have monthly Acuity Days, when the company takes a collective Friday off, plus a two-week company-wide closure each December.

Health and wellbeing. Access to private health insurance or an allowance to support your mental health and wellbeing. Specific plan availability, eligibility, and terms will be confirmed as part of the employment offer and Deel onboarding process.

Remote-first work. Work remotely from Australia with company-provided tools and hardware to support an effective home setup. Where a suitable home working environment isn’t available, you can also access up to $150 AUD per month toward a co-working space.

A note on how we work across time zones

Acuity is a Canadian-founded, remote-first company, and many of the people you’ll work with are based in North America and Europe. You’ll have colleagues in Australia, and our presence in the region is growing, but there will be times when your working day looks different from your teammates’.

Some flexibility to start earlier or finish later on occasion will help create meaningful overlap for team meetings, collaboration, and connection. We’ll be equally thoughtful about making that flexibility sustainable.

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, such as being based in Australia and having valid Australian working rights.

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, create momentum independently, and balance customer outcomes with commercial growth. You’ll also explore what it means to help build Customer Success in an emerging Acuity market.
• 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 140+ people who care deeply about our work and about each other.

Our culture is intentionally designed. As we’ve grown, we’ve made deliberate choices about how we work together, prioritising trust, flexibility, and a sustainable pace so people can do meaningful work over the long term.

That commitment has been recognised externally. Acuity Insights has been named one of Canada’s Top Small & Medium Employers for the second consecutive year, reflecting our focus on building a strong, people-first environment.

Day to day, that shows up in how we collaborate:

• 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
• A culture grounded in care, curiosity, and shared purpose

As we continue to grow, we’re focused on maintaining that balance, building a company where people can do their best work and grow over time, without losing what makes the environment feel human.

About Acuity Insights

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: that people are more than their grades, and that potential can be understood and developed, not just measured.

Our Casper situational judgment test (SJT), created by researchers at McMaster University, has been completed by over 1 million applicants and is one of the most widely used open-response SJTs in higher education, backed by nearly 20 years of research.

Today, we are evolving our products to better connect assessment, insight, and development, helping institutions not just identify potential, but actively support its growth over time.