Senior Customer Success Manager

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 afull-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.