Senior customer success manager

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.

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.

About Caseware:

Caseware's cutting-edge software products are meticulously designed for accounting firms, corporations, and governments. Our teams are continually collaborating, innovating, and building upon our existing suite of products. With a customer-focused mindset, we are building technology that is shaping what the future of audits, financial reporting, and financial data analytics will look like. With a recent strategic investment from Hg Capital in 2020, Caseware is now in its next major growth phase as we double down on the people and products that have made Caseware so successful to date. One of Caseware's core values is Many Voices, One Team and with that in mind, we're dedicated to building teams as diverse as our customers in an equitable and inclusive way. We welcome and encourage candidates of all backgrounds to apply. Should you require accommodations or have any questions at any point during the application or interview process, please e-mail our People Operations team at talent@caseware.com.

Background Check:

Any candidates successful in obtaining an offer for a position will need to successfully complete a background check through Certn.co which typically includes an Identity Verification and Criminal Record Check. Executives and Senior Managers will undergo a Soft Credit Check as well. Candidates residing in the Netherlands and Germany are excluded from undergoing background checks via Certn.co.

Security and Fraud:

Caseware takes the security of candidates seriously. All legitimate communication from us will come from email addresses ending in @caseware.com and our open positions are always listed on reputable job boards and on our website https://jobs.lever.co/caseware. We will NEVER ask for payment or financial information from you. If you receive an unsolicited job offer, proceed with extreme caution.