Bilingual Customer Success Manager

Acuity Insights; Vancouver; Remote; CAD 80,000 - 85,000; Full time

Job summary

A leading technology firm is seeking a bilingual Customer Success Manager to support French-speaking partners in higher education. Responsibilities include driving retention and growth through effective engagement while collaborating with various internal teams. This fully remote position offers a competitive salary and benefits.

Benefits

Competitive base salary

Generous time off

Health benefits from day one

Learning budget of CAD 3,000 annually

Stock options

Qualifications

• Experience in Customer Success or account management.
• Ability to engage with clients and provide consultative support.
• Understanding of the Francophone market.

Responsibilities

• Support French-speaking partners through the admissions cycle.
• Drive retention and growth for health education programs.
• Collaborate with Sales, Product, and Marketing teams.

Skills

Bilingual (French-English)

Relationship building

Data-driven decision making

Customer account management

Tools

Salesforce

ChurnZero

Job description

Overview

Job Description — Customer Success with Purpose: Protect Retention. Fuel Growth. Drive Impact in Higher Education. At Acuity Insights, Customer Success is more than renewals; it’s where trust is earned, programs expand their adoption, and partners feel heard in their own language and context. Our suite of assessment products helps higher education programs go beyond grades to see the whole person, widen access to education, and identify learners who need support. We are seeking a bilingual (French-English) Customer Success Manager to guide French-speaking partners through this journey. This is a fully remote role open to candidates based anywhere in Canada.

The Role You’ll Play — From day one, this role is about more than managing accounts; it’s about supporting French-speaking partners in higher education and ensuring their needs are reflected in how we grow. You will understand culture, language, and context shaping admissions and learner success, and support partners through the admissions cycle, onboarding, and renewal conversations. Over time, you’ll expand beyond retention into consultative growth, identify expansion opportunities, and weave them into everyday conversations. You’ll also contribute to Acuity’s French working group, share insights, build playbooks for expansion, and influence how our assessments evolve as they mature.

Your impact — Your work will support health education programs in medicine, nursing, and speech, shaping admissions and learner success for thousands of future professionals. You’ll protect retention and renewals, drive growth, advocate for French-speaking partners, and contribute to product, go-to-market, and resource development. The results include higher retention, measurable expansion, and contributions to Acuity’s growth targets, while helping communities admit and educate students with human skills essential to their professions.

What Success Looks Like

Success is about building trust and momentum with partners and your team. In six months you’ll be fully ramped with retention metrics on track; by year one you’ll embed upsell into renewals, guide pilots into paid adoption, and support net revenue retention goals. You’ll maintain consistent engagement hygiene, keep health data current in our tooling (ChurnZero), and document partner touchpoints. In the long term, you’ll lead in our French working group, driving expansion and shaping playbooks.

Who You’ll Work With

You’ll report to a Team Lead for Assessments Customer Success Managers, and work with a small pod of CSMs. You’ll collaborate with Sales, Product, Engineering, and Marketing to ensure smooth handoffs, aligned expectations, and effective renewals and referrals. You’ll also partner with Support, Operations, Enablement & Training to create scalable onboarding and adoption resources.

What You Bring to the Table

You’ve built a foundation in Customer Success or account management, owning a book of business with retention and growth targets, and guiding customers through transitions. You are a bilingual relationship builder (French and English) with a retention-and-growth mindset, a confident advocate for clients, and a consultative partner who uses data and insights to guide decisions. You’re adaptable, with experience using tools like Salesforce or ChurnZero, and you understand the Francophone market.

Growth Path

This role is designed for CSMs who strengthen partnerships and drive retention and growth. You can grow into advanced skills for a Senior CSM role, including strategic account planning, data-driven insights, executive communication, change management, and process improvement, while mentoring teammates.

How We Support You

Compensation & Growth — Base salary CAD 80,000–85,000 plus a CAD 10,000 variable component tied to retention outcomes. Salary will reflect experience and internal equity. Includes a learning budget of CAD 3,000 annually and stock options. Benefits — Remote-first within Canada; up to 6 weeks per year to work internationally; generous time off; health benefits from day one for you and dependents; GRSP retirement matching up to 2% of salary. Culture — Life at Acuity: remote-first, 135+ employees, values of caring, curiosity, and drive, commitment to inclusion and well-being, and a supportive, respectful environment.

What to Expect From the Process

We guarantee equal consideration for all applicants. Applications are reviewed by a real person. If you don’t meet baseline requirements, you may be screened out. The process includes application review, recruiter conversation, a practical exercise and team conversations (including a French 1:1), decision and offer, and references. AI may be used for note-taking, but decisions are made by people.

Our Story & Purpose

We believe everyone has incredible potential. Our mission is to uncover it and help bring it to life. Our journey began with Casper and evolved through Altus Assessments, One45, and finally Acuity Insights. We support North America, the U.K., Australia, New Zealand, and Saudi Arabia, delivering practical solutions, strategic insights, and guidance to partners.

Life at Acuity Insights

We are a remote-first team of 135+ people who value connection, growth, balance, and belonging. Our core values guide how we work with partners, learners, and educators. We’re committed to inclusion and equity, with policies to support flexibility and well-being. If you’re seeking purposeful work and a thoughtful, ambitious team, consider bringing your expertise to Acuity.