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Bilingual Customer Success Manager

2 weeks, 5 days ago
Canada
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM Salesforce
Apply Now
Acuity Insights

Acuity Insights

Acuity Insights is a company that offers holistic solutions for academic programs and learners in higher education. They provide products like Casper and One45 to help select better students based on people skills. Acuity Insights also offers services ...

Diversified Consumer Services
51-250
$2M raised
View All Jobs 3

Description

  • Own a portfolio of French-speaking higher education partners, primarily in medicine, nursing, and allied health programs.
  • Lead renewal conversations and protect year-over-year retention across your book of business.
  • Identify expansion opportunities and guide partners toward additional tools and paid adoption.
  • Manage account health proactively by spotting risk early and taking action before churn occurs.
  • Build trusted, long-term partner relationships grounded in cultural and contextual understanding.
  • Support partners through their admissions cycle and help them realize value from the product suite.
  • Bring partner insights back to Product, Sales, and Engineering in an actionable way.
  • Help shape Customer Success playbooks, processes, and account management structure as the team matures.
  • Coordinate pilots and support expansion motions as part of the renewal process.

Requirements

  • Experience in customer success, account management, sales, consulting, or implementation in a high-growth SaaS or professional services environment.
  • Direct ownership of a customer portfolio of at least 10 accounts in a medium- or high-touch motion.
  • Experience being accountable for retention and growth outcomes, not just activity.
  • Experience managing renewals, expansion conversations, and customer health in a meaningful way.
  • Ability to work autonomously in a remote environment without close management.
  • Fluency in both French and English; bilingual proficiency is required, not conversational.
  • Experience supporting French-speaking clients and understanding cultural context, not just translation.
  • Experience using a CRM and/or customer success platform; Salesforce and ChurnZero experience is a plus.
  • Availability to support customers across North American time zones and travel to conferences or partner visits at least once per quarter.
  • Canadian residency and valid work authorization.
  • Preferred: experience in a high-growth or ambiguous environment where processes were still being defined.

Benefits

  • Base salary of $80,000–$85,000 CAD plus a $10,000 variable component tied to retention outcomes.
  • $3,000 annual learning budget for professional development.
  • Access to employee stock options.
  • Fully remote work within Canada, with up to six weeks per year to work internationally.
  • Self-directed vacation, with most teammates taking 4–6 weeks annually.
  • Monthly Acuity Days, including a collective Friday off, plus a two-week company-wide closure each December.
  • Health benefits from day one for you and your dependents.
  • 2% GRSP matching program.
  • 16-week parental leave top-up beyond EI for all parents.

Interested in this position?

Apply directly on the company website

Apply Now

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