Senior Customer Success Manager

The company combines over 35 years of industry expertise with AI-powered technology to transform how audit and accounting professionals work. Serving organizations across 130 countries, we bring intelligent automation directly into audit and financial reporting workflows—helping professionals reduce manual work, navigate complexity, and focus on informed decisions. Join our global team and help build technology that strengthens trust in financial information.

We are seeking a highly motivated Senior Customer Success Manager – Audit & Assurance to join our Customer Experience organization at the company. In this role, you will work with a portfolio of strategic customers to drive product adoption, usage, and measurable value from their the company 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 the company 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 the company through additional capabilities, users, and services.

• Provide consultative guidance to help customers evolve their audit and assurance processes and workflows as their use of the company matures.

• Coordinate the appropriate the company 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 the company 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 the company 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

Shape what’s next with AI: Help transform audit and accounting through AI-powered technology. Explore new ways to bring AI into our own workflows, rethink how work gets done, and turn ideas into meaningful improvements for our teams and customers.

Make an impact that matters: Contribute to solutions that help professionals navigate complexity, make informed decisions, and strengthen trust in financial information around the world.

Bring your voice. Expand your perspective: Collaborate with a diverse global team where your ideas are valued, knowledge is shared, and different perspectives lead to better outcomes.

Build a career that grows with you: Develop your skills, take on new challenges, and explore career opportunities as our business and technology evolve.

Thrive at work and beyond: Enjoy competitive compensation, comprehensive benefits, recognition programs, and performance bonuses, alongside flexible work options, remote opportunities, and generous time off.

Many Voices, One Team

We’re committed to building teams as diverse as our customers through equitable and inclusive hiring. We welcome candidates of all backgrounds. If you need accommodations or have questions at any stage of the application or interview process, contact our People Operations team at [link for members]

Background Check

All successful candidates will undergo background screening, which may include identity verification, criminal record checks, and/or reference checks, as appropriate to the role and location and in accordance with applicable law.

Security and Fraud

All employees are expected to apply security best practices and work within secure handling guidelines to perform assigned responsibilities when accessing data and business information.

The company takes the security of candidates seriously. All legitimate communication from us will come from email addresses ending in @the company.com and our open positions are always listed on reputable job boards and on our website [link for members] We will NEVER ask for payment or financial information from you. If you receive an unsolicited job offer, proceed with extreme caution.