[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Caseware is seeking a Senior Customer Success Manager – Audit & Assurance to support strategic customers after implementation. The role drives product adoption and measurable customer value, advises on audit and assurance workflows, and coordinates with internal teams to strengthen long-term customer partnerships.

Responsibilities

• 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

Skills

• Five or more years of relevant professional experience, including substantive external audit or assurance experience within a public accounting firm
• 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
• Applicants residing and eligible to work in the United States
• Experience in audit methodology, audit transformation or audit-technology consulting is also valued
• Hands-on experience with Caseware products
• Experience with audit transformation, technology adoption, innovation, training, or change management
• Familiarity with Salesforce and customer success platforms

Benefits

• Flexible work options and remote opportunities
• Generous time-off policies
• Comprehensive benefits
• Recognition programs
• Performance bonuses
• Opportunities for career growth
• Work on international projects and collaborate with a diverse, global team
• A collaborative, supportive, and inclusive team culture with valued ideas and knowledge sharing

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