Strategic Customer Success Manager, Australia & New Zealand
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Acuity InsightsHigher Education EdTech
This is a fully remote role open to candidates based in Australia, Requires flexibility to start earlier or finish later to overlap with teams in North America and Europe.Full-TimeMiddle
SalaryA base salary of $115,000–$126,000 AUD, plus a $10,000 AUD annual retention bonus.
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Job Details
- Experience
- Several years
- Required Skills
- Stakeholder managementCustomer SuccessAccount ManagementRelationship management
Requirements
- Several years of experience in Customer Success, Account Management, or similar roles owning complex, long-term relationships.
- Proven ability to build credibility across institutions, from day-to-day users to senior decision-makers.
- Experience managing customer outcomes, adoption, retention, and renewals.
- Commercially minded with experience growing accounts through deeper adoption, new products, or expansion.
- Deep knowledge of the Australian higher education landscape, including decision-making structures and admissions cycles.
- Ability to operate independently and make autonomous decisions while collaborating across distributed teams.
- Persistence and resourcefulness in navigating ambiguity and competing priorities.
- Strong communication and interpersonal skills to bring cross-functional teams together to solve customer problems.
Responsibilities
- Own a portfolio of university partners, building trusted relationships from day-to-day contacts to senior decision-makers.
- Help partners get meaningful value from Acuity by using customer insight and data to guide recommendations.
- Identify risks early and navigate challenges while bringing the right internal resources to resolve them.
- Spot opportunities to deepen and grow partnerships through adoption, new use cases, additional products, and referrals.
- Work closely with the Growth team to develop opportunities and bring local market knowledge into regional expansion strategies.
- Spend time in the market meeting partners in person, visiting campuses, and representing the company at industry events.
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