Senior Customer Success Manager
New
C
CasewareAudit and Accounting
Remote role available to applicants residing and eligible to work in the United StatesFull-TimeSenior
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- Five or more years of relevant professional experience
- Required Skills
- SalesforceStakeholder managementChange ManagementCustomer Success
Requirements
- Five or more years of relevant professional experience, including substantive external audit or assurance experience within a public accounting firm.
- 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.
- Experience in audit methodology, audit transformation or audit-technology consulting is also valued.
- Hands-on experience with Caseware products (nice to have).
- Experience with audit transformation, technology adoption, innovation, training, or change management (nice to have).
- Familiarity with Salesforce and customer success platforms (nice to have).
Responsibilities
- 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.
View Full Description & ApplyYou'll be redirected to the employer's site
