Customer Success Manager, Medical & Health Sciences Education

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager, Medical & Health Sciences Education based in Canada.

This is an opportunity to build trusted partnerships with medical and health sciences education programs across North America.

You’ll manage a portfolio of institutional customers, helping them maximize the value of technology supporting complex academic programs and learner journeys.

The role combines relationship management, strategic advisory, customer retention, and commercial growth.

You’ll work closely with Implementation, Support, Sales, Product, and other teams to deliver strong customer outcomes.

Your insights will help identify broader customer needs and influence product and business decisions.

You’ll also contribute to shaping a more proactive, scalable, and strategically focused Customer Success function.

The position is fully remote, offering significant autonomy while connecting you to a collaborative and purpose-driven team.

Accountabilities

• Build and maintain trusted, long-term relationships with program leaders, educators, administrators, and other stakeholders across a portfolio of institutional partners.
• Develop a deep understanding of each customer’s goals, challenges, operating environment, and desired outcomes, using that knowledge to provide thoughtful and proactive guidance.
• Own the overall customer relationship and remain accountable for partner outcomes while coordinating specialized support from Implementation, Support, Product, Sales, and other internal teams.
• Drive customer adoption, retention, and renewal readiness by monitoring account health, anticipating risks, and maintaining consistent engagement rhythms.
• Identify qualified opportunities for account expansion by understanding where additional products, services, or expertise could create meaningful value, and partner with Sales to advance those opportunities.
• Help customers address complex challenges by connecting them with relevant products, insights, resources, and internal expertise rather than simply responding to individual requests.
• Bring customer feedback, recurring challenges, patterns, and opportunities back to internal teams to inform product improvements, customer experience initiatives, and business decisions.
• Contribute to the evolution of Customer Success processes, including ways to use AI and other technologies to make customer engagement more proactive, efficient, and scalable.
• Participate in customer meetings, campus visits, conferences, and industry events as appropriate to strengthen relationships and deepen domain knowledge.

Requirements

• Experience in Customer Success, account management, consulting, or another customer-facing role involving independent ownership of customer relationships or a portfolio.
• Demonstrated ability to build trusted relationships with multiple stakeholders within complex organizations and navigate differing priorities with sound judgment.
• Experience supporting customer adoption, retention, renewals, and/or account growth while balancing customer value with commercial objectives.
• Strong ability to identify customer needs and recognize opportunities where additional products, services, or expertise can solve meaningful business problems.
• Excellent communication skills, with the confidence to lead strategic conversations, establish clarity, manage challenging discussions, and influence stakeholders.
• Strong ownership and initiative, with the ability to work independently, manage ambiguity, follow through on commitments, and drive outcomes in a remote environment.
• Experience using CRM or Customer Success platforms such as Salesforce, ChurnZero, or comparable tools.
• Ability to support customers across North American time zones and collaborate effectively with distributed teams.
• Curiosity and willingness to develop expertise in medical and health sciences education, higher education, SaaS products, and the evolving needs of institutional customers.
• A thoughtful approach to using AI and emerging tools to improve productivity, customer engagement, and the scalability of Customer Success practices.
• Experience in higher education, healthcare education, or complex B2B SaaS is advantageous but not required; demonstrated learning agility, customer focus, and ownership are highly valued.

Benefits

• Competitive base salary: CAD $78,000-$85,000, aligned with role scope, experience, and internal equity.
• Annual learning budget: $3,000 to support professional development and skill building.
• Employee stock options, providing an opportunity to share in the value created.
• Fully remote work from anywhere in Canada.
• International work flexibility: Ability to work internationally for up to six weeks per year.
• Self-directed vacation, with most team members taking approximately 4-6 weeks annually.
• Monthly company-wide Acuity Days providing an additional collective Friday off.
• Two-week company-wide closure each December.
• Comprehensive health benefits from day one for employees and dependents.
• 2% GRSP matching program to support long-term financial planning.
• 16-week parental leave top-up beyond EI, available to all parents.
• A high-trust, autonomous, remote-first working environment with async-friendly communication and dedicated time for focused work.
• Opportunities to grow professionally while contributing to meaningful work supporting medical and health sciences education.