Senior Customer Success Manager

Job description

Caseware is one of Canada's original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet) over 36,000 accounting and audit professionals list Caseware as a skill on their LinkedIn profiles! We are seeking a highly motivated Senior Customer Success Manager – Audit & Assurance to join our Customer Experience organization at Caseware. In this role, you will work with a portfolio of strategic customers to drive product adoption, usage, and measurable value from their Caseware investment. You will serve as a advisor, combining deep audit and accounting domain knowledge with strong product expertise to help customers optimize workflows, adopt new cloud and AI-enabled capabilities, and achieve their business goals. You will also be a key connection between the customer and our, Account Management, Product Management, Customer Support, and Professional Services teams. This is a proactive, relationship-first role focused on turning successful implementations into sustained adoption, deeper usage, and long-term customer partnerships. **❗**This is a **New Role** **❗**This is a **full-time, permanent position.** **❗**This is a **remote role** available to applicants residing and eligible to work in the United States. Travel may be required depending on customer and business needs. ### What You Will Be Doing - 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. ### What You Will Bring - 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.