Strategic Customer Success Manager, Australia & New Zealand

About the role

Acuity Insights is looking for a Strategic Customer Success Manager to own a growing portfolio of university partners across Australia and New Zealand. The role sits in the Customer Success team, reporting to the Senior Manager, Customer Success, and is fully remote for candidates based in Australia, with regular travel to meet customers and attend industry events. It suits someone who likes to think strategically, build credibility with senior stakeholders and own their work.

Key responsibilities

• Own a portfolio of university partners, building relationships from day-to-day contacts to senior decision-makers and understanding their goals, challenges and stakeholders.
• Help partners get lasting value from Acuity's products, data, research and insights, including Casper, the situational judgment assessment used by higher education institutions worldwide.
• Stay ahead of customer needs, surface risks early and bring the right people from across Acuity together when needed.
• Spot opportunities to deepen partnerships through greater adoption, new use cases, additional products, referrals or connections within an institution.
• Work with the Growth team to turn customer relationships into adoption, referrals and new business.
• Spend time in the market: meet partners in person, visit campuses and represent Acuity at conferences and industry events.
• Share customer and market insight with Acuity to improve how the company supports partners and decides where to invest.

Required profile

• Knowledge of the Australian higher education landscape.
• Ability to build credibility with senior stakeholders and create momentum without a fully established playbook.
• Proactive and persistent in accessing expertise across Acuity, especially when colleagues are in Canada or Europe.