Bilingual Customer Success Manager

About the Role

The customer success team at Acuity Insights is at a natural inflection point, with a growing focus on proactive motion, value, risk, and expansion. As a key member of the team, you will be expected to contribute to the development of playbooks, share your expertise, and help shape the direction of the customer success function.

Acuity Insights is committed to making a positive impact in the higher education sector, and this role presents a unique opportunity to make a real difference in the lives of students and educators. If you are passionate about education, customer success, and driving growth, this role could be an excellent fit for you.

What You Will Do

• Manage a portfolio of French-speaking partners in higher education, primarily in medicine, nursing, and allied health
• Guide partners through their admissions cycle and provide tailored solutions to meet their needs
• Build strong relationships with partners, understand their goals and challenges, and develop strategies to support their success
• Identify expansion opportunities and guide partners toward new tools and services that support their goals
• Manage account health proactively, sensing risk and taking action to prevent churn
• Lead renewal conversations and ensure partners continue to see value in the product year over year
• Collaborate with cross-functional teams, including Product, Sales, and Engineering, to ensure alignment and drive growth
• Develop and maintain a deep understanding of the higher education sector, including trends, challenges, and opportunities
• Stay up-to-date on industry developments and emerging technologies, applying this knowledge to drive innovation and growth

What We Are Looking For

• 3+ years of experience in customer success, account management, or a related field
• Fluency in French and English, with excellent communication and interpersonal skills
• Experience working in the higher education sector, or a related industry
• Strong knowledge of GTM and Salesforce, with the ability to navigate complex systems and tools
• Proven track record of driving growth, protecting retention, and building strong relationships with partners
• Ability to work independently, with a strong sense of initiative and ownership
• Excellent problem-solving skills, with the ability to navigate complex challenges and develop creative solutions
• Strong analytical skills, with the ability to analyze data and develop insights to drive growth

Nice to Have

• Experience working with assessment tools, such as Casper and Video Interviews
• Knowledge of the health professions education sector, including medicine, nursing, and allied health
• Experience working in a remote or distributed team environment
• Certification in customer success, account management, or a related field

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a growing and innovative company in the higher education sector
• Collaborative and dynamic work environment, with a team of experienced and passionate professionals
• Professional development opportunities, including training and education programs
• Flexible work arrangements, including remote work options and flexible hours
• Access to cutting-edge tools and technologies, including GTM and Salesforce
• Recognition and reward programs, including bonuses and incentives for high-performing team members

• Develop a strong understanding of the higher education sector, including trends, challenges, and opportunities, to drive growth and build strong relationships with partners.
• Highlight your experience working with GTM and Salesforce, and demonstrate your ability to navigate complex systems and tools.
• Showcase your language skills, including fluency in French and English, and highlight your ability to communicate effectively with partners and stakeholders.
• Prepare to discuss your experience working in customer success, account management, or a related field, and highlight your achievements in driving growth and protecting retention.
• Research the company and the role, and be prepared to ask informed questions during the interview process, demonstrating your interest in the position and the company.
• Be prepared to provide specific examples of your experience and achievements, using the STAR method to structure your responses and demonstrate your skills and expertise.