Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage post-implementation success relationships for a portfolio of key customers.

• Act as a trusted advisor for strategic clients.

• Foster product adoption and utilization through customer insights and product analytics.

• Pinpoint adoption gaps, risks, and potential opportunities.

• Create customer-specific success plans aligned with business objectives, workflows, and measurable outcomes.

• Assist clients in adopting new cloud and AI-enhanced capabilities.

• Identify use cases, suggest workflow modifications, and empower internal advocates.

• Perform regular business reviews and health evaluations.

• Monitor adoption rates, highlight risks, and set priorities for ongoing value realization.

• Collaborate with Account Management to uncover expansion opportunities.

• Provide guidance to clients on evolving audit and assurance procedures and workflows.

• Coordinate Caseware resources to address technical, product, or support challenges.

• Convert customer workflows, adoption obstacles, and feedback into actionable insights for Product Management and internal teams.

• Work in partnership with Account Management, Product Management, Customer Support, Professional Services, and Solution Consulting.

• Contribute to the development of scalable customer success playbooks and best practices.

⛳️ Requirements

• A minimum of five years of relevant professional experience, including significant external audit or assurance experience in a public accounting firm.

• Experience in audit methodology, audit transformation, or audit-technology consulting is highly valued.

• Chartered Accountant, CPA, or a similar professional designation is required.

• Strong comprehension of audit and assurance workflows as well as technology implementation and adoption within accounting firms.

• Ability to translate technical product features into practical customer workflows and business outcomes.

• Proven experience in advising and influencing firm partners, audit leaders, practitioners, and technology and innovation teams.

• Exceptional written, verbal, presentation, and relationship-building abilities.

• Strong organizational and problem-solving skills.

• Capability to manage multiple strategic customer relationships effectively.

• Proactive and customer-centric approach.

• Passion for assisting customers in embracing new automation and AI-enhanced work methodologies.

• Hands-on experience with Caseware products is preferred.

• Experience in audit transformation, technology adoption, innovation, training, or change management is preferred.

• Familiarity with Salesforce and customer success platforms is advantageous.

• Applicants must reside in and be authorized to work in the United States.

• Successful candidates are required to undergo a background check.

🏝️ Benefits

• Flexible work arrangements.

• Remote working opportunities.

• Generous time-off policies.

• Competitive salary.

• Comprehensive benefits package.

• Recognition programs.

• Performance bonuses.

• Career advancement opportunities.

• Involvement in international projects.

• Collaboration with a diverse, global team.

• Inclusive and supportive team culture.