Acuity Insights – Senior Customer Success Manager (Admissions, MedEd, and Health Science Education) – Calgary, Canada

March 4, 2023
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Job Description


Acuity Insights is an EdTech product and research company in a high-growth phase.

We have a vision and plan for the future, a clear product-market fit, and are on a path to expanding into existing and new markets.

We seek a Senior Customer Success Manager to join our Admissions Assessments team to nurture and grow relationships with our U.S.-based partners in medical and health science education, and to contribute to our change towards a higher tech touch in Customer Success.

The opportunity is best suited to a seasoned and growth-oriented Customer Success professional with a strategic approach to building relationships, a systematic way of managing a book of business, and a knack for simplifying and teaching complex data and ideas to communicate product value.

Opportunity and Impact

By joining Acuity, you get to contribute to our mission to create a world served by exceptional professionals.

As a Senior Customer Success Manager on our Admissions Assessments focused team, that means you have the chance to help higher education institutions leverage our marquee product line to identify and select well-rounded students with both technical and human skills, ensuring that when they enter the workplace as trained professionals, they serve our communities with social intelligence, professionalism and cultural competency.

In this senior-level role, you will own, manage and grow a $2M+ book of business, supporting 60+ programs delivering medical and health science education in the North and West U.S.

It is a CS role with a unique and complex challenge: learners are the buyers and stakeholders within programs are our customers.

You’ll help both high and low-touch customers in your portfolio find learners whose values and priorities align with what they offer in our value-alignment assessment, Duet.

You’ll support our customers in adopting and continuously leveraging our research-backed assessments – Casper and Duet – in their admissions process, help them see beyond academic achievement to diversify their applicant pool, confidently select applicants most likely to succeed in-program to reduce attrition, and achieve equity and inclusion outcomes by providing opportunities to marginalized people.

In the day-to-day of your role, you get to leverage your training skills to lead our partners through significant process change and shift in thinking by introducing them to data, insights and our latest Admissions research you’ll be enabled with.

You get to use your strategic thinking, active listening skill and scalable communication cadence to proactively assess partners’ needs, analyze and action where to reaffirm and augment our products’ value, and over time, help them create a more equitable admissions process.

Cross-functional collaboration will also contribute to your success in the role. You’ll collaborate with the Sales team during handoffs and for cross-sell opportunities, the Enablement team to generate new opportunities for your pipeline and support you in achieving your growth and retention targets, the Casper Operations team to orchestrate testing schedule, the Product and Technology teams to plan and implement improvements to our web application, and the Research team on research projects with partners.

You also have a chance to make quarterly visits to our partners in the U.S. North and West and attend conferences to further grow the customer relationships.

Your success in this role will help schools graduate more exceptional physicians, physical therapists, nurses and other medical and healthcare professionals, and be instrumental in achieving our next big company goal: the Casper Assessment becoming the SAT of EQ, the gold standard for identifying and measuring empathy, equity, ethics and self-awareness and other professional skills of tomorrow.

The Senior Customer Success Manager role is an individual contributor role and reports to Simrat Reen, Senior Manager, Customer Success. We welcome applications from across Canada.

To thrive in the role, you:

  • Are a seasoned customer success professional who has had a chance to build core functional skills through varied professional experiences within customer success, client success, account management and/or related roles.
  • Have developed a repeatable process for establishing and nurturing customer relationships that have yielded high retention rates.
  • Bring experience in training or educating customers on a complex product or idea, creating aha moments for them when they grasp and can articulate the value they’re receiving.
  • Proactively seek cross-sell opportunities and bring a history of achieving growth targets with SMBs.
  • Are business-oriented, known to leverage a combination developing customer understanding, industry expertise, product knowledge and outcome-focus to strategize, plan and deliver value.
  • Enjoy learning and adopting new technologies to help you in your work, and can navigate or quickly ramp up with CS tools like ChurnZero.

To thrive at Acuity, you are:

  • Caring toward people. You show up, take time to listen and understand, encourage and support, and don’t shy away from providing feedback and mentoring and teaching others to help them grow.
  • Curious by nature and open to possibilities. You like to explore, ask questions, experiment, and learn.
  • Driven to problem-solve and biased towards action.
  • Adaptable and outcome-oriented with a preference for fluid and changing work environments where you get to build, make a visible impact, and positively influence change and progress.
  • Someone with strong yet loosely held opinions.
  • Purpose-led and mission-driven in your work.

The selection and interview process:

We designed our process to deliver an equitable and memorable experience. It is a two-way discovery, and we encourage you to ask us lots of questions along the way.

Here are the general steps you can expect:

  • Selection. An actual human – not bots – reviews your resume and assesses your experience and application responses for alignment with hiring criteria.
  • Intro Conversation. If selected, we invite you to share the story behind your resume and professional interests and learn more about the role, team and company. (45-60 minute phone call)
  • Meet The Manager. Have an in-depth conversation about relevant experiences and the day-to-day on the team with your potential future manager. (30-60 minute video call)
  • Meet the Team. Spend some time learning about the day-to-day in the position and life at Acuity. The team assesses your human and technical competencies and company fit. Before the interview, we may ask you to complete a take-home assignment that mirrors some aspects of the role and present your work to the team. (2.5 – 3 hour video call)
  • Wait For a Final Decision. The Hiring Manager consolidates and evaluates feedback from the people you meet to make a decision. (2-4 days)
  • Receive an Offer / Reference Check. If it’s determined you are a good match for the role, team, and Acuity, we invite you to an offer conversation. The offer is contingent upon the completion of references.

Key benefits:

  • Equitable Pay. Your salary is rooted in compensable factors and respects internal equity.
  • Flexible Work Arrangements. Work from where you want in Canada, and have flexible working hours to optimize your work-life balance.
  • Self-Directed Vacation. You can take time off when you choose and need it. We recommend one week per quarter, but this is flexible to suit your life situation and needs.
  • Company-wide Time Off. Turn off work for Acuity Days (a bonus Friday off every month) and the last two weeks in December (for the Holiday Season).
  • Sick Time, Bereavement Leave & Personal Days. Take paid time off when you need to, have a medical or family emergency, experience the loss of a loved one, or need to nurture your mental health and well-being.
  • Wellness Platform Membership. Through our partnership with Cyno, you can access providers supporting your holistic well-being with services like counseling, anxiety & depression coaching, art & music therapy, fitness sessions and veterinary technicians.

A bit more about us

Acuity Insights (formerly Altus Assessments) is a Canadian company established in 2014. We were founded on 15 years of research by co-founders Kelly Dore (Ph.D.) and Harold Reiter (M.D MEd), who invented our first product, Casper, a higher education admissions assessment, at McMaster University in Ontario.

In 2021 we acquired One45, a healthcare education software company, expanding our team and offerings beyond admissions assessments to program management and analytics products for higher education institutions.

Behind Acuity, you’ll find a vibrant and quirky group of 125+ naturally caring, curious and driven people collaborating remotely (and occasionally in co-working spaces) across Canada.

At Acuity, we believe a team rich in diverse backgrounds, thoughts, lived experiences, and opinions create a better workplace, builds better products, and achieves greater social impact and financial outcomes. We follow fair hiring practices, promote pay equity and prioritize inclusion in our policies and business operations.

Thank you for considering Acuity Insights as your next workplace!