Strategic Customer Success Manager

🔥 13 minutes ago

🇦🇺 Australia – Remote

💵 $115k - $126k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Acuity Insights

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🏥 Healthcare

📚 Education

🔬 Science

💰 Private Equity Round on 2021-08

Healthcare • Education • Science

Acuity Insights is a company focused on enhancing the educational experience of applicants and students across various programs. Through its innovative platforms, including One45 and Casper, Acuity provides holistic admissions tools and analytics solutions that aim to identify potential leaders, improve student success, and manage health sciences programs efficiently. Trusted by over 600 educational partners worldwide, Acuity Insights enables institutions to measure applicants' social intelligence, professionalism, and alignment with educational missions, ultimately facilitating a pathway to success from admissions to graduation.

📋 Description

• Own and grow a portfolio of university partners across Australia and New Zealand • Build trusted relationships from day-to-day contacts to senior decision-makers • Understand partners’ goals, challenges, stakeholders, and success criteria • Help partners obtain meaningful, lasting value from Acuity products, data, research, and insights • Guide customer conversations and recommend appropriate solutions • Identify risks early, navigate challenges, and coordinate internal Acuity resources • Identify opportunities for deeper adoption, new use cases, additional products, referrals, and institutional expansion • Partner with the Growth and Go-To-Market teams to develop regional opportunities • Meet partners in person and visit campuses • Represent Acuity at conferences and industry events • Share customer and market insights internally • Advocate for customer and regional needs across Product, Research, Marketing, Support, and other teams • Report to the Senior Manager, Customer Success

🎯 Requirements

• Several years of Customer Success, Account Management, or similar experience owning complex, long-term customer relationships • Experience building credibility across an institution, from day-to-day partners to senior decision-makers • Accountability for customer outcomes, adoption, retention, and renewals • Ability to identify and address portfolio risk early • Experience growing existing accounts through deeper adoption, new products or use cases, referrals, or expansion • Commercial mindset and ability to recognise and develop opportunities • Experience working with Australian higher education institutions • Understanding of university decision-making structures, stakeholder networks, admissions cycles, and sector rhythms and nuances • Ability to operate independently and make decisions autonomously • Persistence and resourcefulness through ambiguity, setbacks, or competing priorities • Ability to work effectively across teams and boundaries • Curiosity, adaptability, and ability to learn quickly • Experience with admissions, assessment, education technology, health sciences, or systems supporting Australian higher education is valuable but not essential • Must be based in Australia • Must have valid Australian working rights

🏖️ Benefits

• $10,000 AUD annual retention bonus tied to the health and retention of your customer portfolio • Additional incentives when customer referrals lead to new business • 12% employer superannuation contribution through Deel • $3,000 AUD annually for development: $2,500 for role-related learning and $500 for learning outside your role • Eligibility to participate in Acuity Insights’ Employee Share Option Plan • Annual leave entitlement • Flexibility to take additional time off • Monthly Acuity Days • Two-week company-wide closure each December • Private health insurance or an allowance to support mental health and wellbeing • Remote work from Australia • Company-provided tools and hardware for a home setup • Up to $150 AUD per month toward a co-working space where a suitable home environment is unavailable • High trust and autonomy • Async-friendly communication • Space for deep work and intentional connection • Care-, curiosity-, and purpose-oriented culture