Strategic Customer Success Manager

• 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

• 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

• $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