Bilingual Customer Success Manager

Customer success with purpose: protect retention, fuel growth, and drive real impact in higher education. In this role, you'll own a portfolio of French-speaking partners in higher education, mostly health profession programs in medicine, nursing, and allied health. You'll guide them through their admissions cycle, protect and grow revenue, and build the kind of relationships where partners call you first and refer you to peers. That means helping partners get real value from our growing assessment suite, including Casper, our flagship situational judgment test that helps programs see the whole applicant beyond grades and GPAs, and Video Interviews, our newest tool that gives programs deeper, more authentic applicant insight at scale, as we expand what we offer and deepen how partners use it. You'll be joining at a natural inflection point for the team. As we've grown, so has the complexity of what great Customer Success looks like at Acuity, and we're maturing the function to match. That means more structure, more proactive motion, and a sharper focus on value, risk, and expansion. Not just maintaining relationships, but understanding what's actually happening in an account and taking action to move things forward. The work also has stakes beyond the product. The programs you support are making important decisions about who to admit and how to support students. That impact ripples outward in ways most CS roles don't. This is a fully remote role open to candidates based anywhere in Canada. What You'll Be Walking Into Some things are already in place. You'll inherit a portfolio of established partner relationships, a product with real credibility in the market, and a team that cares deeply about the work and the people they serve. Some things are still being built. Playbooks are maturing. Processes are being defined. The way we manage account health, structure renewals, and approach expansion is getting sharper, and you'll be part of making that happen. That balance is intentional. This isn't a role where everything is figured out, and you're slotting into a fixed system. It's a role where your judgment, initiative, and ownership will shape how things work, not just for your portfolio, but for the team. If you need a fully defined playbook before you can operate effectively, this will be a hard fit. If you're energized by building structure where it doesn't yet exist and seeing the results of that work, you'll find a lot of room to make an impact here. What You'll Be Accountable ForProtecting and growing your book of business You'll own a portfolio of partners in higher education with a focus on French-speaking programs, primarily in medicine, nursing, and allied health. Your accountability is to the outcomes of that portfolio: retention, health, and growth. That means: • Leading renewal conversations and ensuring partners continue to see value in the product year over year • Identifying expansion opportunities and guiding partners toward new tools that support their goals • Managing account health proactively, not just responding to problems, but sensing risk before it becomes churn Being a trusted partner, not just a point of contact Supporting French-speaking programs isn't just about language. It's about understanding the culture, context, and pressures that shape how they work. You'll build the kind of relationships where partners call you first, refer you to peers, and feel genuinely understood. Bringing the outside in Your partners will tell you things that matter to the business, about the product, the market, what's working, and what isn't. You'll make sure that intelligence reaches Product, Sales, and Engineering in a form that's useful and actionable. Contributing to how we build the function We're evolving. You'll help shape playbooks, share what you're learning, and contribute to how Customer Success at Acuity gets better over time. What Success Looks Like (6-12 Months In) • You're fully ramped, with renewal readiness in place and retention metrics on track across your portfolio • Expansion conversations are embedded in your renewal motion, with upsell opportunities surfaced and pilots guided into paid adoption • Partners in your portfolio feel genuinely understood and supported; you're hearing referrals and trust signals back • You're recognized internally as a clear advocate for French-speaking partners, with your insights actively shaping product and GTM conversations • You're contributing to the team, not just working alongside it Who This Role Is (and Isn't) For This role is built for someone who takes ownership, moves with urgency, and doesn't wait for perfect conditions to act. You'll likely thrive here if: • You take full ownership of outcomes, not just tasks. When something needs to happen, you drive it, and you stay engaged until there's a clear result. • You're genuinely curious about your partners. You go beyond what's being said to understand what's really going o...