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. What's in it for you: • Innovation is at our core. We work with cutting-edge technology in accounting and financial reporting, constantly pushing the boundaries to create impactful software solutions. • We are committed to a collaborative culture, where your ideas are valued, and knowledge sharing is encouraged within a supportive, inclusive team. • Work-life balance is important to us. We offer flexible work options, remote opportunities, and generous time-off policies to ensure a healthy work-life balance. • We offer competitive compensation, including a competitive salary and comprehensive benefits • We are driven by impactful work. Your contributions directly affect how our clients manage financial processes and drive their success. • Recognition and rewards matter to us. We celebrate hard work through recognition programs, performance bonuses, and opportunities for career growth. • We embrace global opportunities. Work on international projects and collaborate with a diverse, global team.