Senior Customer Success Manager

• Own the post-implementation success relationship for a portfolio of strategic customers, serving as a trusted advisor.
• Drive product adoption and usage, using customer insights and product data to identify adoption gaps, risks, and opportunities.
• Develop customer-specific success plans that connect Caseware capabilities to business goals, key workflows, and measurable outcomes.
• Help customers adopt new cloud and AI-enabled capabilities by identifying use cases, recommending workflow changes, and enabling internal champions.
• Conduct regular business reviews and health checks to track adoption, surface risks, and establish priorities for continued value realization.
• Partner closely with Account Management to identify opportunities for customers to deepen their use of Caseware through additional capabilities, users, and services.
• Provide consultative guidance to help customers evolve their audit and assurance processes and workflows as their use of Caseware matures.
• Coordinate the appropriate Caseware resources when technical, product, or support issues threaten customer adoption or value realization.
• Serve as a voice of the customer, translating customer workflows, adoption barriers, and feedback into actionable insights for Product Management and other internal teams.
• Collaborate across Account Management, Product Management, Customer Support, Professional Services, and Solution Consulting to deliver a consistent experience for strategic customers.
• Contribute to customer success playbooks and best practices that can be scaled across the broader Caseware customer base.

• Five or more years of relevant professional experience, including substantive external audit or assurance experience within a public accounting firm. Experience in audit methodology, audit transformation or audit-technology consulting is also valued.
• Chartered Accountant, CPA, or equivalent professional designation.
• Strong understanding of audit and assurance workflows and how technology is deployed and adopted within accounting firms.
• Demonstrated ability to translate technical product capabilities into practical customer workflows and business outcomes.
• Demonstrated experience advising and influencing stakeholders ranging from firm partners and audit leaders to practitioners and technology and innovation teams.
• Excellent written, verbal, presentation, and relationship-building skills.
• Strong organizational and problem-solving skills with the ability to manage multiple strategic customer relationships.
• A proactive, customer-oriented mindset and enthusiasm for helping customers adopt new automations and AI-enabled ways of working.

Nice to Have

• Hands-on experience with Caseware products.
• Experience with audit transformation, technology adoption, innovation, training, or change management.
• Familiarity with Salesforce and customer success platforms.

• Shape what’s next with AI: Help transform audit and accounting through AI-powered technology. Explore new ways to bring AI into our own workflows, rethink how work gets done, and turn ideas into meaningful improvements for our teams and customers.

• Make an impact that matters: Contribute to solutions that help professionals navigate complexity, make informed decisions, and strengthen trust in financial information around the world.

• Bring your voice. Expand your perspective: Collaborate with a diverse global team where your ideas are valued, knowledge is shared, and different perspectives lead to better outcomes.

• Build a career that grows with you: Develop your skills, take on new challenges, and explore career opportunities as our business and technology evolve.

• Thrive at work and beyond: Enjoy competitive compensation, comprehensive benefits, recognition programs, and performance bonuses, alongside flexible work options, remote opportunities, and generous time off.

Many Voices, One Team:

We’re committed to building teams as diverse as our customers through equitable and inclusive hiring. We welcome candidates of all backgrounds. If you need accommodations or have questions at any stage of the application or interview process, contact our People Operations team at talent@caseware.com.

All employees are expected to apply security best practices and work within secure handling guidelines to perform assigned responsibilities when accessing data and business information.