Strategic Customer Success Manager, Australia & New Zealand

About this role

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

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