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Strategic Customer Success Manager, Australia & New Zealand

1 month, 1 week ago
Australia
Full-time
Senior
Customer Success Manager
Customer and Technical Support
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 university partners and build relationships from operational contacts through senior decision-makers.
  • Understand customer goals, challenges, stakeholders, and success measures to guide strategic partnerships.
  • Drive product value, adoption, retention, renewals, and lasting customer outcomes.
  • Identify risks early, resolve challenges, and coordinate internal teams to support customers.
  • Find opportunities for expansion through deeper adoption, new use cases, additional products, referrals, and institutional introductions.
  • Partner with Go-To-Market to develop regional opportunities and convert customer relationships into growth.
  • Meet partners in person, visit campuses, and represent Acuity at conferences and industry events.
  • Share Australian and New Zealand customer and market insights with Product, Research, Marketing, Support, and other teams.
  • Advocate for regional customer needs and help shape Acuity’s market strategy and local presence.

Requirements

  • Several years of experience in Customer Success, Account Management, or a similar role managing complex, long-term customer relationships.
  • Experience managing customer outcomes, adoption, retention, renewals, and portfolio health.
  • Commercial experience expanding existing accounts through adoption, new products, use cases, referrals, or organizational expansion.
  • Knowledge of the Australian higher education landscape, including university structures, stakeholders, admissions cycles, and sector practices.
  • Ability to build credibility with both day-to-day contacts and senior decision-makers.
  • Ability to work independently, exercise sound judgment, and maintain momentum without a fully established playbook.
  • Persistent, resourceful, curious, adaptable, and effective at navigating ambiguity and competing priorities.
  • Experience collaborating across teams and influencing people or resources without direct authority.
  • Experience with admissions, assessment, education technology, health sciences, or Australian higher education systems is preferred.
  • Must be based in Australia and able to travel regularly across the region.

Benefits

  • Base salary of $115,000–$126,000 AUD, plus a $10,000 AUD annual retention bonus and referral incentives.
  • 12% employer superannuation contribution through Deel.
  • Eligibility for Acuity Insights’ Employee Share Option Plan.
  • $3,000 AUD annual professional and personal development budget.
  • Remote-first work from Australia with company-provided equipment and up to $150 AUD monthly toward coworking space.
  • Annual leave flexibility, monthly Acuity Days, and a two-week company-wide December closure.
  • Private health insurance or a mental health and wellbeing allowance.
  • Australian employment entitlements through Deel and access to Acuity benefits and programs.

Interested in this position?

Apply directly on the company website

Apply Now

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