Software Implementation & Success Manager (Medical & Health Education)

Imagine a world where everyone has equitable access to higher education, enabled by admission processes that give applicants a chance to show their full potential, share lived experiences and cultural influences, demonstrate soft skills, and highlight academic achievements. Picture higher education programs equipped with software that streamlines complex operations and delivers performance analytics and insights that can increase student and program success. At Acuity Insights, that’s the world we are building. Right now, we do it with our admissions assessment products (Casper & Duet), program management products (One45 & MSPE Builder), and data & insights products (Analytics). These products help schools select, nurture and graduate future doctors, nurses, teachers, engineers, business leaders, and other professionals who reflect the diversity of our communities and bring soft skills like empathy, integrity, resiliency, and professionalism into the workforce. Acuity Insights is at a new growth stage. Our roots are firmly planted in health and medical education, and we are expanding into engineering education, business schools, and other markets. You now have a chance to be part of that scaling journey when you join our team as a Software Implementation & Success Manager. We seek a relationship-driven, outcome-oriented customer success professional with deep domain knowledge of medical and health education to lead implementations of our software solutions and provide strategic, proactive advice to customers in our core market. The Software Implementation & Success Manager position is a full-time, individual contributor role reporting to Dan Murphy (Manager, Customer Success - Program Experience).

Opportunity & Impact

As a Software Implementation & Success Manager at Acuity Insights, you’ll have a vital role in supporting the holistic success of partner programs. These programs use our One45, MSPE Builder and Analytics software to power and improve key operational processes like curriculum mapping and accreditation, easy access to data, streamlining reporting, and monitoring and supporting student performance throughout their academic journey. You will own the relationship and be an advisor for up to 20 partners, a portfolio worth $800K to $1M that blends new, long-standing, high-value, and strategic medical and health education programs. In this role, you’ll guide partners through the different stages of their lifecycle, from onboarding and implementation to training, adoption, renewals and eventual expansions. You’ll:

• Use your experiences in project management to architect and spearhead multi-month implementations of varying complexity. You will support seamless and efficient transitions from the pre-sales phase to setting our newest partners up to use our software, configured to meet their unique requirements.
• Train partners on product functionality and consult with them on best practices for their success.
• Apply your knowledge and expertise from medical and health education and consulting skills to build confidence and trust. You will spot and recommend opportunities for added value in our products and processes and lead conversations around value-based outcomes that inform your strategic success plan.
• Nurture partner relationships with your empathy, active listening, and other customer service and support skills. These skills enable you to develop rapport and deeper connections to uncover pain points and needs.
• Work with data, exploring and analyzing program insights to discuss statistical details and trends with partners while monitoring their software adoption and module usage.
• Partner with Sales in hand-offs to initiate onboarding and plan implementations, work with Technical Support on escalated support requests, collaborate with Software Development to report, investigate, and resolve technical issues, and share your insights and partner feedback with the Product team.

Joining us now, at the start of a new growth phase, is a chance to directly impact how processes and capabilities are evolved and optimized for higher demand. You get to help expand our Customer Success playbook, contribute to plays, templates, & escalation plans, and document reference materials & customer instructions. You also have the chance to help us navigate and explore solutions to current challenges like scaling partner training and reducing implementation effort and time. Your success in this role is measured on two key metrics: Account health and retention. You’ll know you are meeting performance expectations when:

• You can set new partners up for success on large-scale, multi-product implementations.
• Your partner list retention and account health scores remain high.
• Your position as a trusted advisor with your partners leads to references, referrals, and upsell opportunities.
• Peers, collaborators, and leaders you support and collaborate with across Customer Success, Sales, Marketing, Product, Engineering and other teams feel and recognize the impact of your work.

To thrive in the role, you:

• Have professional experience in a role where you’ve seen how medical or health education programs operate and understand the day-to-day challenges they navigate.
• Are familiar with higher education terminology like CQI and LIC, and operational processes like curriculum mapping and accreditation.
• Previously worked in client-facing roles where you’ve provided consulting and support, led implementation projects, or delivered dedicated client service with a book of business and retention targets.
• Bring technical or analytical experience. You have worked with data warehousing, dashboarding, or other data-centric software and have a basic understanding of data analysis. This will enable you to discuss general statistical details like correlations, mean, and averages.
• Have delivered training to customers and users onboarding complex software systems. You’ve closely partnered, coached, and advised on using features and functionalities during initial implementation or when adding new functionalities to their system.
• Have developed successful approaches for cultivating and maintaining strong stakeholder relationships, leading to positive satisfaction & client loyalty along with retention.
• Welcome the chance to attend a conference and make onsite visits in the U.S. and Canada to nurture and grow relationships with customers in person.
• Enjoy learning and adopting new technologies to help you in your work and can navigate or quickly ramp up with tools like ChurnZero and Salesforce.

To thrive at Acuity Insights, you are

• Caring toward people. You show up, take time to listen and understand, encourage and support, and don’t shy away from providing feedback and sharing knowledge that inspires professional growth in others.
• Curious by nature and open to possibilities. You like asking questions, listening, exploring, experimenting, and learning.
• Driven to problem-solve independently and with collaborators, seek to continuously improve your skills, methods, and practices.
• Adaptable with a preference for startup-like work environments where you can explore ways to contribute and create value, initiate and take ownership of your projects, and positively influence change.
• At your best when you can manage your work, time, and priorities independently and ask for help when you get stuck or seek feedback.
• Self-aware, with an understanding of your strengths and where you have growth opportunities.
• Motivated by meaningful work and the chance to contribute to creating a world powered by everyone’s full potential.

Selection Process

To ensure an equitable and inclusive process, all candidates will receive equal consideration for an interview, whether applying, introduced as a referral or contacting the manager or recruiter directly. We look at every resume. Your application is evaluated based on your professional experiences, how you’ve applied your knowledge and skills to make an impact, and the personal qualities you demonstrate. You must reside in the U.S. or Canada and be eligible to work there to be considered for an interview.

Interview Process

Our interview process is designed to be a two-way discovery and create space for meaningful conversations. We want to learn who you are as a human & professional, understand your experiences, assess your skills, and ensure alignment with our mission, values and business needs. We encourage you to be curious and ask insightful questions throughout our conversations. Here are the steps you can expect:

• Review & Selection. A human, not an AI, reviews your resume and assesses your experience and application responses against our hiring criteria.
• Intro Conversation with Recruiter. If selected, you’ll have a 45-60 minute phone call to share your background and professional interests and learn more about the company, team, role and compensation.
• Meet The Manager. Have a 45-minute video call with your potential future manager to discuss relevant experiences and learn more about the function, team and day-to-day.
• Take-Home Project. Help us understand how you think, work and collaborate by preparing a presentation that takes us through how you approach a role-relevant scenario.
• Meet The Team. Present your project and connect with 3 future peers and collaborators in 1-on-1 video conversations, and learn more about the team, role, and life at Acuity Insights.
• Wait For a Decision. The Hiring Manager consolidates and evaluates feedback from the team to make a hiring decision within 2-4 days.
• Receive an Offer / Reference Check. If you're a good fit for the role, team, and company, we'll invite you to an offer conversation. The offer is contingent upon the completion of a reference check.

Your Benefits

• Fair Compensation. We offer salaries based on internal pay equity, market considerations, and responsible & sustainable financial practices.
• Investment In Your Growth. Access an annual budget of $3,000 for your professional and personal development.
• Remote Work & Flexible Hours. Enjoy the freedom to work from anywhere within Canada and the autonomy to set your own schedule.
• Self-Directed Vacation. Take charge of your vacation schedule and duration with unrestricted paid vacation days, supported and encouraged by your manager.
• Collective Time Off. Join the team in disconnecting from work for two weeks at the end of the year and enjoy extra Fridays off throughout the year.
• Other Paid Time Off. Take comfort in knowing you won’t feel a financial impact when you need time off due to a medical or family emergency, lose a loved one, or just need a day to nurture your mental health and well-being.
• Parental Leave. Bond with your new addition, whether you are a birthing parent, non-birthing parent, or expanding your family through surrogacy or adoption.
• Company Ownership. Get a piece of future profits with employee stock options granted on your start date.
• GRSP Matching Program. Save for your future with our Group Registered Savings Plan in partnership with Wealthsimple . We match contributions up to 2% of your salary.
• Comprehensive Health Coverage. Enroll yourself and your dependents in our health, dental, and life benefits plan through Equitable Life of Canada , starting from day one.
• Holistic Wellness Support. Receive personalized support for your physical, mental, social and financial well-being needs through our membership with Cyno .

Get to Know Us

Acuity Insights is a Canadian product and research company established in 2014. We were founded on 15 years of research by co-founders Kelly Dore (Ph.D.) and Harold Reiter (M.D MEd), who invented our first product, Casper, at McMaster University in Ontario. In 2021, we partnered with a private equity firm for an investment. It enabled us to acquire One45, a healthcare education software company, expanding our team and offerings beyond admission assessments (Casper & Duet) to program management and data and insights (One45 & Analytics) for higher education institutions. Behind Acuity Insights, you'll find a diverse team of 125+ caring, curious, and driven individuals collaborating remotely across Canada and some international locations. We are committed to creating a supportive & collaborative culture built on respect for all individuals. We prioritize transparency, equity, and inclusion in our business operations, policies and programs. Diversity and inclusion fuel innovation, build better products and contribute to healthier business outcomes. It’s our company's strength and priority. We encourage individuals from non-traditional backgrounds or historically marginalized and underrepresented groups to apply and join us in helping higher education institutions implement and practice holistic and fairer admission processes. Thank you for considering Acuity Insights as your next workplace!