Bilingual Customer Success Manager

Customer Success with Purpose: Protect Retention. Fuel Growth. Drive Impact in Higher Education.

At Acuity Insights, Customer Success is more than renewals; it’s where trust is earned, programs expand their adoption, and partners feel heard in their own language and context.

Higher education programs face a real challenge: how to fairly select students who will succeed, and how to support them once they’re admitted, all while doing so in a scalable, defensible way. Our suite of assessment products helps them go beyond grades to see the whole person, widen access to education, and identify learners who need support along the way.

As our next Bilingual Customer Success Manager, you’ll guide French-speaking partners through this journey. You’ll play a key role in protecting revenue and fueling growth through consultative expansion, while also building trusted, referral-worthy relationships and bringing partner insights into Product, Sales, and Engineering.

Build revenue, strengthen partnerships, and sharpen your CSM skills, while also discovering the added impact of shaping fairness and learner success in higher education.

This is a fully remote role open to candidates based anywhere in Canada.

The Role You’ll Play

From the moment you join, this role is about more than managing accounts; it’s about supporting French-speaking partners in higher education and ensuring their needs are reflected in how we grow. Supporting these programs isn’t just about translation; it’s about understanding the culture, language, and context that shape how they approach admissions and learner success.

• In your first months, you’ll learn the rhythm of the admissions cycle, onboarding programs in the winter, supporting them through application season, and joining in year-end reviews. You’ll begin leading renewal conversations and guiding partners through migration changes with clarity and care.
• As you grow, you’ll expand beyond retention into consultative growth, spotting opportunities to strengthen admissions and learner success with new assessment tools, and weaving expansion opportunities into everyday conversations.
• Over time, you’ll play a leadership role within Acuity’s French working group, helping share insights, build playbooks for expansion, and contribute to how our assessments evolve as they mature.
  

What You’ll Help Make Possible

Your work will have impact far beyond your own accounts. By supporting health education programs in medicine, nursing, and speech, you’ll help shape admissions and learner success for thousands of future professionals. Protecting and expanding these relationships is critical to both Acuity’s growth and to ensuring education remains fair, human, and scalable.

• Protect retention and renewals, ensuring programs continue to rely on our suite of assessments to evaluate applicants holistically and fairly.
• Drive growth, surfacing expansion opportunities, guiding pilots into paid adoption, and supporting early use of new tools that extend into learner success.
• Advocate for French-speaking partners, making sure their perspectives inform how we evolve products, design go-to-market strategies, and create resources for adoption.
  

The results will be tangible: higher retention, measurable expansion, and a meaningful contribution to Acuity’s growth targets. But just as importantly, your work will ripple outward into classrooms, clinics, and communities: helping schools admit and educate students who bring human skills like empathy, resilience, and integrity into the professions that shape our world.

What Success Looks Like

Success in this role isn’t about instant wins; it’s about building trust, confidence, and momentum with both partners and your team. 

• In your first six months, you’ll be fully ramped, with retention metrics on track and renewal readiness in place across your portfolio.
• By the end of your first year, your commercial impact will be visible: you’ll have embedded upsell into renewals, guided pilots into paid adoption, and contributed directly to net revenue retention goals. You’ll also be recognized internally as a confident advocate, sharing French-speaking partner insights with Product, Sales, and Engineering.
• Consistent engagement hygiene will be part of your rhythm, keeping client health data current in ChurnZero, following up on time, and documenting partner touchpoints clearly.
• Over the longer term, you’ll take on a leadership role in our French working group, driving measurable expansion, shaping playbooks, and influencing how Customer Success scales.

Who You’ll Work With

You’ll report to a Team Lead for Assessments Customer Success Managers, and be part of a close-knit team of three. Alongside another pod of three CSMs and their Team Lead, you’ll make up the Assessments CS team, a group that shares the rhythm of the admissions cycle and supports each other through change.

Across Acuity, you’ll also be connected to a broader group of CSMs spanning Assessments, Program Experience (One45/Analytics), and Platform. You’ll learn from peers, build shared practices across pods, and trade insights that strengthen how we serve partners across all products.

Day to day, your partnerships will extend well beyond Customer Success:

• Sales, to ensure smooth handoffs, align expectations, and support renewals and referrals.
• Product, to share partner insights that shape roadmap priorities and product–market fit.
• Support & Operations, to resolve issues quickly and keep partners confident through challenges.
• Enablement & Training, to co-create scalable resources that make onboarding and adoption easier.

At Acuity, stepping up isn’t about hierarchy; it’s about leaning in where you can make a difference, advocating confidently across teams, and knowing your peers will do the same for you.

What You Bring to the Table

You’ve built the foundation for success in Customer Success or account management roles, whether in SaaS, service industries, or other client-facing environments. You’ve owned a book of business with retention and growth targets, guided customers through transitions, and shown that you can step forward with confidence, building trust with clients while advocating for their needs inside your organization.

• Bilingual relationship builder. Fluent in French and English, you’ve built partnerships that go beyond renewals, earning the kind of trust where clients recommend your services to others.
• Retention & growth mindset. You’ve managed accounts with renewal targets and see growth as a natural extension of trust, surfacing upsell opportunities and guiding pilots into paid adoption.
• Confident advocate. You’ve represented clients directly with Product, Engineering, Sales, or Marketing, ensuring their voices were heard and acted on without relying on someone else to step in.
• Consultative partner. You’ve used data, research, or insights to guide client decisions, strengthening admissions practices or improving learner success.
• Adaptable problem-solver. You’ve shown curiosity and resilience when faced with ambiguity, quickly picking up new tools like Salesforce or ChurnZero, and staying resourceful as priorities evolve.
• Francophone market experience. You’ve supported French-speaking clients before and understand that serving this market means more than translation; it’s about cultural nuance, trust, and advocacy.

Growth Path

This role is designed for CSMs who strengthen customer partnerships, deliver retention and growth outcomes, and build confidence as commercial and cross-functional advocates.

As you demonstrate impact, you’ll grow into advanced skills that prepare you for a Senior CSM role:

• Strategic account planning, building long-term success plans across multiple products.
• Data-driven insights, using portfolio trends to identify risks, opportunities, and outcomes.
• Executive communication, engaging senior academic leaders with confidence and clarity.
• Change management, guiding partners through migrations and multi-product adoption.
• Process improvement & peer leadership, contributing to playbooks and mentoring teammates.
  

By developing these skills, you’ll be well-positioned to expand your scope and influence how Customer Success scales at Acuity.

How We Support You

Compensation & Growth

• Fair, transparent salary. The hiring salary for this role is $80,000 – $85,000 CAD base (within a broader internal pay band), plus a $10,000 variable component tied to retention outcomes. The final offer will reflect experience, scope, market alignment, and internal equity.
• Learning budget. $3,000 annually for professional or personal development.
• Long-term value. Access to employee stock options as part of our shared growth.

Flexibility & Well-Being

• Remote-first work. Fully remote within Canada, with up to 6 weeks per year to work internationally.
• Generous time off. In addition to statutory holidays, you’ll have a two-week company-wide closure in December, self-directed vacation (most take 4–6 weeks), and one Friday off per month from February to November.
• Health benefits. Comprehensive coverage from day one for you and any dependents via Equitable Life of Canada.
• Retirement planning. GRSP matching program with up to 2% salary contribution.

Family & Community

• Parental leave. 16-week top-up beyond EI, no matter your role in growing your family.
• People-first culture. A caring, inclusive environment where learning, balance, and belonging are prioritized.

What to Expect From the Process

Whether you apply directly, are referred, or connect with a recruiter or hiring manager, you’ll be given equal consideration. Every application is reviewed by a real person, with care and attention to your experience, skills, and motivation, as well as the qualities that help people thrive here.

We don’t use AI to evaluate applications. If you don’t meet baseline requirements (such as Canadian residency and valid work authorization), you may be automatically screened out. During conversations, we may use AI-powered note-taking to support focus and accuracy, but all decisions are made by people.

We view hiring as a two-way conversation. Our goal is to learn about your career journey, abilities, and interests while giving you the insight you need to decide whether this role and team feel like the right fit.

Here’s what the process looks like:

1. Application Review & Response. A human carefully reviews your application. You’ll hear back from us either way.
2. Conversation with Recruiter. A recruiter will connect for a phone call to learn more about your background and goals, and to share details about the role, team, company, and culture.
3. Practical Exercise & Team Conversations. You’ll receive a short, job-relevant exercise to prepare ahead of time. You’ll first walk a small group of future teammates, leaders, and collaborators through your approach, then move into 1:1 conversations with each, including one that will be conducted primarily in French. This stage is both a chance to demonstrate how you’d approach real aspects of the role and to explore mutual fit with the team.
4. Decision & Follow-Up. After consolidating feedback, the hiring manager makes a decision, typically within 2-4 business days.
5. Offer Conversation & References. If it’s a mutual match, we’ll walk through the offer together. Any offer is contingent on reference checks.

We know our process is a meaningful time commitment, and we truly appreciate the effort and energy you invest in getting to know us. We aim to make every step thoughtful, transparent, and worthwhile, for you as much as for us.

Our Story & Purpose

We believe everyone has incredible potential. At Acuity Insights, our mission is to uncover it, nurture it, and help bring it to life.

Our journey began with a bold idea: to improve how we assess people, not just by academic metrics, but by who they are. In partnership with McMaster University, we developed Casper in 2004 to measure the durable, human skills that matter in health professions and other fields where people work with people. That vision came to life with the founding of Altus Assessments in 2014.

Meanwhile, One45 started in 1998 at the University of British Columbia, helping medical education programs digitize complex processes like curriculum management, scheduling, and assessment. Over time, it became a trusted partner to programs across North America and beyond.

In 2021, Altus Assessments acquired One45, and in 2022, we unified as Acuity Insights, a single, growing organization with a shared purpose and broader vision.

What started as two distinct products is now one integrated mission supported by our Analytics solution, which delivers actionable insights to drive continuous improvement across the learner journey.

Today, our platform supports students and institutions from admissions to graduation across North America, the U.K., Australia, New Zealand and Saudi Arabia. 

As we continue to grow, we’re committed to being more than a software provider. We’re trusted thought leaders and valued advisors in higher education, offering practical solutions, strategic insights, and guidance that help our partners make confident, informed decisions.

Life at Acuity Insights

We’re a remote-first team of 135+ people who care deeply about our work and about each other. While we collaborate virtually across time zones, we make space for connection through thoughtful rituals, candid conversations, and the occasional in-person meetup when we can.

Our core values (caring, curious, and driven) shape how we show up for each other, our partners, and the learners and educators we serve. We listen with intention, build with purpose, and hold ourselves to high standards without losing sight of empathy and balance.

We’re committed to inclusion and belonging, not just in principle but in practice. Diverse perspectives make us better, more creative, more resilient, and more equipped to solve meaningful problems. Our policies are designed to support equity, flexibility, and well-being.

If you’re looking for purposeful work, room to grow, and a team that’s as thoughtful as it is ambitious, we hope you’ll consider bringing your expertise to Acuity and helping shape the future of higher education.