What You’ll Help Make Possible
The relationships you build will have an impact far beyond your own portfolio. You’ll help medical and health sciences programs get more value from their partnership with Acuity while contributing directly to our growth.
Build partnerships customers want to grow.
Develop trusted, long-term relationships that help institutions achieve meaningful outcomes and continue choosing Acuity year after year.
Help customers solve bigger challenges.
Understand what your partners are trying to accomplish and develop a point of view about how Acuity can help. Connect them with the products, insights, and expertise that move them toward their goals rather than simply responding to the request in front of you.
Spot opportunities to create more value.
Help partners get greater value from the solutions they use today and identify where other Acuity capabilities could help them solve new problems.
Bring the voice of the customer into Acuity.
Turn what you’re hearing across your portfolio into insight that can inform better products, stronger customer experiences, and smarter business decisions.
Help define the next chapter of Customer Success.
Contribute ideas and improve how the team works together as we build a more strategic, commercially accountable, and customer-centered CS function.
The impact of your work will be visible in stronger customer relationships, healthier renewals, meaningful commercial growth, and institutions that continue choosing Acuity as a trusted partner. Behind those outcomes are medical and health sciences programs preparing people for careers that have a profound impact on the communities they serve.
Success in this role isn’t about quick wins. It’s about earning trust, developing judgment, creating momentum, and delivering meaningful outcomes for both your customers and the business.
In your first few months, you’ll build your understanding of our products, customers, and the medical and health sciences education environment while beginning to take ownership of customer relationships. There’s meaningful domain and product knowledge to learn, and you’ll have support from experienced teammates as you build confidence.
As you ramp, you’ll establish strong relationships across your accounts and develop healthy rhythms around customer engagement, renewal readiness, account health, and portfolio planning. You’ll increasingly know when to advise directly and when bringing in specialized expertise will create a better customer outcome.
By the end of your first year, you’ll be a trusted advisor to your customers, confidently leading strategic conversations and contributing directly to retention and revenue growth. Your customers will know they can count on you, and your teammates will value the perspective and insight you bring back from your portfolio.
You’ll report to our Senior Manager, Customer Success (Program Experience), joining a close-knit team with deep knowledge of our customers, products, and the medical and health sciences environment.
Customer Success is deeply collaborative at Acuity. You’ll maintain ownership of the partner relationship while working closely with specialized teams across the business:
Implementation, who lead onboarding, configuration, and implementation while you maintain customer context and relationship continuity.
Support, who provide specialized issue resolution while you stay connected to anything affecting the health of the relationship.
Sales, to align on account strategy, renewals, and qualified growth opportunities.
Product, to bring customer challenges, patterns, and context into product conversations.
Some of your biggest contributions will come from connecting the dots: understanding what matters to the customer, bringing the right people together, and helping Acuity see patterns and opportunities beyond a single account.