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 remote role available to applicants residing and eligible to work in the United States.

Travel may be required depending on customer and business needs.

• 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.