Client Success & Implementation Manager (Medical and Health Education) - Jobs in Vancouver British Columbia

Job Description

Join Acuity Insights on our transformational journey from startup to high-growth scaleup as a Client Successamp; Implementation Manager.In this fully remote role, you’ll lead strategic software implementations, be a trusted advisor, and enable medical and health education programs to optimize key operational processes and drive student success.Sitting at the intersection of technology, education, and healthcare, this role is ideal for a relationship-driven, outcome-oriented professional with deep expertise in medical and health education operations. You’ll collaborate cross-functionally, refine best practices, and play a pivotal role in shaping how institutions train and support the next generation of doctors and other healthcare professionals.As a full-time individual contributor reporting to Dan Murphy (Manager, Customer Success - Program Experience), this role offers the opportunity to take ownership of client success in a mission-driven company that values work-life balance, professional growth, and meaningful impact.What We’re BuildingImagine a world powered by everyone’s FULL potential. At Acuity Insights, it’s the future we are building. We founded our company to meet the need for a higher education admissions method that goes beyond academic performance and considers traditionally unseen or undervalued skills and qualities in applicants that are predictive of educational and professional success. Today, our solutions help discover, nurture and realize potential, supporting holistic success from admissions to graduation for students, education programs, and higher education institutions across North America, the U.K., Australia and Saudi Arabia.Our core assessment product, Casper, provides education programs with a more holistic view of applicants #39; potential by measuring their soft skills. Incorporating Casper #39;s insights into the admissions process results in a larger and more diverse applicant pool, greater student success, and better professionals. Since 2014, over 600 higher education programs have adopted Casper, and more than 1 million applicants have registered for the test.Through our core education management solution, One45, we help medical schools and health professions programs streamline the complex processes of curriculum management and student assessment, providing the data-driven insights needed to graduate competent healthcare professionals.With our fast-growing data and insights solution, Analytics, we leverage critical integrations with our data warehouse and powerful dashboards to provide medical schools with deep insights and intelligence on student and program performance, powering real-time decision-making and continuous quality improvement.Roleamp; Opportunity OverviewAs a Client Successamp; Implementation Manager, you’ll be at the forefront of enabling our partners—medical and health education programs—by ensuring they maximize the value of our One45, Analytics and MSPE Builder software. These platforms drive essential operational processes such as curriculum mapping, accreditation, data accessibility, and student performance monitoring.Your work will directly influence the success of medical schools, residency programs, and other healthcare education institutions, helping them optimize their workflows and outcomes.In this role, you will own and advise on a portfolio of roughly 20 partner institutions, managing relationships worth $800K to $1M. Your partners will be a mix of new, long-standing, high-value, and strategic medical and health education programs. You’ll be their trusted guide, leading them through every phase of their journey—from onboarding and implementation to training, adoption, renewals, and expansion opportunities.What You’ll DoLeadamp; Optimize Implementations. Use your project management expertise to plan and execute multi-month implementations of varying complexity. You’ll ensure seamless transitions from pre-sales to onboarding, configuring the software to align with each program’s specific needs.Trainamp; Advise Partners. Conduct training sessions that go beyond functionality, providing strategic consulting on best practices to drive long-term success.Foster Trustamp; Deliver Value. Leverage your medical and health education expertise to build strong relationships, spot opportunities for added value, and lead conversations around impact-driven outcomes.Cultivate Strategic Partnerships. Use your empathy, active listening, and problem-solving skills to deepen relationships, uncover pain points, and proactively address challenges before they arise.Analyzeamp; Translate Data Insights. Monitor software adoption and module usage, interpret data trends, and engage in informed discussions about program performance.Collaborate Across Teams. Work closely with Sales during onboarding hand-offs, partner with Technical Support on escalations, and engage with Productamp; Engineering to advocate for enhancements that improve partner experiences.Share Customer-Driven Product Insights. Spot trends, capture feedback, and identify opportunities to help refine our offerings and enhance the partner experience.Optional Onsite Engagement. If you enjoy and are comfortable travelling, you may also occasionally have the opportunity to travel to the U.S. and Canada for conferences, partner meetings, and in-person engagements to strengthen your relationships with clients. Other Areas of ContributionJoining us at this stage of growth means you’ll also have a direct impact on shaping the future of Customer Success at Acuity Insights. Your insights will help expand our Customer Success playbook, enhance onboarding and engagement strategies, and improve efficiency as we scale. You’ll contribute to key initiatives such as:

• Refining playbooks, templates, and escalation plans to improve implementation and partner engagement.
• Scaling training programs to drive adoption and ensure long-term success.
• Exploring solutions to reduce implementation time and effort, enhancing both internal processes and partner experience.

How Success is MeasuredYour impact will be evaluated based on two core metrics: account health and retention. You’ll know you’re succeeding when:

• You can set new partners up for success through seamless, large-scale, multi-product implementations.
• Your partner retention rates and account health scores remain strong.
• Your trusted advisor status leads to references, referrals, and upsell opportunities.
• Your contributions have a positive impact on cross-functional teams, including Customer Success, Sales, Product, and Engineering.

This role is a unique opportunity to drive meaningful change, elevate partner experiences, and be an integral part of our company’s evolution. If you’re passionate about helping medical and health education programs thrive, we’d love to hear from you.Experiencesamp; Skills You Bring

1. Medicalamp; Health Education Expertise. You have direct experience working in or closely with medical and health education programs, giving you an innate understanding of their operations, challenges, and priorities.
2. Client Engagementamp; Implementation Experience. You have worked in roles that require strong collaboration with external stakeholders—whether in consulting, implementation, account management, or customer success. You have a track record of successfully guiding clients through implementations, software adoption, and ongoing relationship management.
3. Trainingamp; Onboarding. You are adept at educating users, whether through software onboarding, structured training sessions, or informal coaching. While prior experience training on complex software systems is not required, you must be comfortable teaching others how to use new tools effectively.
4. Stakeholder Relationship Management. You have a natural ability to cultivate and maintain strong relationships with clients or external collaborators. Your approach leads to high satisfaction, loyalty, and retention.
5. Technicalamp; Analytical Aptitude. You should be comfortable working with data-driven tools like dashboards, reporting software, or analytics platforms. A foundational understanding of statistical concepts like averages and correlations is important to support meaningful client discussions.
6. Tech-Savvinessamp; Adaptability. You are comfortable navigating technology and can quickly learn new tools, such as ChurnZero and Salesforce. You thrive in a fast-paced environment where flexibility and continuous learning is essential.
7. Resilient, Resourcefulamp; Curious. You embody a growth mindset, demonstrating resilience when faced with challenges, resourcefulness in problem-solving, and curiosity in learning new processes, tools, and industry insights. You understand that expertise is built over time and embrace a continuous learning journey.

Selection ProcessWe review every application. We consider all your professional experiences and how you have applied your skills and knowledge to add value and make an impact. We also look for evidence that you are naturally caring, curious, driven, and resilient in rapidly changing environments.To ensure a fair process, you will receive equal consideration whether you apply, get introduced as a referral, or directly contact the manager or recruiter for this role.Applicants who do not live in Canada or have a work permit will automatically be disqualified.Interview ProcessWe have designed our interview process to be a two-way discovery and create space for meaningful conversations.We want to get to know you personally and professionally, understand your career journey and experiences, relevant skills, professional interests and priorities, and assess your alignment with our business needs and what we can offer you.We also want you to have the information you need to make an informed decision about this opportunity. That’s why we encourage you to stay curious and ask questions every step of the way.Here are the steps you can expect:

1. Application Review. A human reviews your application to assess potential and fit.
2. Recruiter Conversation. A 60-90 minute call to share your professional journey, career interests and priorities and learn about the company, culture, and team.
3. Meet The Manager. Have a 45-minute video call with your potential future manager to discuss your role-relevant work experience and technical abilities and learn more about the team’s day-to-day.
4. Prepare a Role-Play Scenario. For this take-home assignment, you’ll prepare a role-play exercise simulating a client onboarding call, guiding a new customer through their implementation journey.
5. Simulated Onboarding Callamp; Team Conversations. Lead a simulated client onboarding call with our hiring team of future teammates, leaders, and collaborators. Afterward, you’ll participate in 1:1 conversations with team members to explore mutual fit, discuss your approach, and learn more about life at Acuity Insights.
6. Decision. The Hiring Manager consolidates feedback and makes a decision, typically within 2-4 days.
7. Offeramp; Reference Check. If we have found a mutual match, we #39;ll invite you to an offer conversation. The offer is contingent on completing reference checks.

Compensation Several factors will inform our offer: your unique qualifications, experience, expected contributions and salary needs, market data, budget, and internal pay equity.The annual compensation for this role is targeted between $85,000 and $110,000 CAD. This range reflects the allocated budget for the position and not the full salary band.Benefits From Day 1

• Flexible and remote work. Have the freedom to work from anywhere within Canada and work from abroad for up to 6 weeks per year, and configure your schedule and work hours to best suit you.
• Prioritize rest and time off. Join the team in our two-week year-end company closure, enjoy flexible, self-directed vacation (most take 4-6 weeks annually), and enjoy an extra Friday off each month from February to November.
• Invest in your growth. Access a $3,000 yearly learning budget to support your professional and personal development.
• Stake in the company. Become a partial owner of Acuity Insights when you join, sharing in long-term value creation and financial success through our employee stock option plan.
• Save for retirement. Join our GRSP matching program through Wealthsimple. We match contributions up to 2% of your salary.
• Support for healthamp; wellness. Access comprehensive health benefits for yourself and your dependents through Equitable Life of Canada and Nivati to nurture and enhance your holistic health and well-being.
• Grow your family. Take parental leave, regardless of your role in expanding your family, and receive a top-up for 16 weeks beyond EI benefits.

Lifeamp; People at Acuity InsightsAt Acuity Insights, you’ll be part of a community of over 125 professionals, mostly based in Canada. While we primarily collaborate remotely, our team members connect socially and occasionally co-work in person in our larger people pockets, too. Human Qualities That Help People Thrive at AcuityOur team is built on a set of shared values: caring, curious, and driven. We value people who show empathy, listen actively, and act with integrity. We want our team members to be naturally curious and open to exploring new ideas and viewpoints and bring urgency and creativity to problem-solving. Our team thrives on continuous improvement, resilience in the face of changes around us, and self-awareness. Above all, we believe in purposeful work that aligns with our shared values and makes the world a better place.Our Commitment to Inclusion and BelongingWe strive to create a workplace where every person feels respected, valued, and fully supported. Our workplace and supporting policies are designed to foster a culture of belonging, equity, and work-life balance. We embrace the unique strengths and lived experiences each team member brings, recognizing that diversity enriches our environment and drives our success.We encourage applicants from non-traditional backgrounds or historically marginalized and underrepresented groups to join us.Thanks for considering Acuity Insights as your next employer!