Senior Customer Success Specialist - Financial Audit

Basic Function:
We are looking for a Senior Customer Success Specialist to join our Tax and Accounting division and play a critical role in helping our customers—primarily public accounting firms, with a strong focus on audit practices—achieve meaningful, measurable outcomes from our products and services. This is a post‑sale, customer‑facing role responsible for owning customer relationships across the full lifecycle from onboarding through renewal readiness and advocacy.

You will act as a trusted advisor to audit and accounting professionals, leveraging your understanding of public accounting workflows—especially financial audit engagements—to ensure customers achieve measurable business value from the company’s products and services.

• Apply knowledge of public accounting—particularly audit workflows, compliance requirements, and firm operations—to guide customers on best practices, use case adoption, and process optimization within our solutions.
• Lead outcome‑focused customer onboarding by validating customer business goals, success criteria, scope, and constraints; establishing onboarding and adoption plans; and coordinating with internal delivery teams to ensure customers achieve early, measurable business value.
• Develop, co‑create, and maintain Customer Success Plans that define customer business objectives, priority use cases, success metrics, milestones, and timelines.
• Own proactive customer health management by monitoring adoption, engagement, support trends, survey feedback, and progress against milestones; maintaining accurate health assessments; identifying early warning signs of risk or churn; and initiating timely, data‑driven interventions.
• Execute lifecycle‑based customer engagement strategies by conducting regular value‑based check‑ins, introducing new use cases and best practices, adjusting engagement cadence based on customer maturity and complexity, and continuously reinforcing delivered value to prevent stagnation.
• Serve as the internal point of coordination for assigned accounts by aligning Sales, Support, Professional Services, and Product teams around customer priorities, risks, and outcomes, and by representing the customer’s voice to ensure a consistent and unified customer experience.
• Plan and facilitate Executive Business Reviews that assess outcomes achieved versus plan, articulate value realized, highlight adoption and health insights, identify risks and mitigation actions, and align future priorities.
• Support customer renewals and expansion efforts by ensuring customers are renewal‑ready well in advance of contract milestones, identifying expansion opportunities based on outcomes achieved and value realized, reducing friction during the renewal process, and partnering with Sales on commercial discussions.
• Build and nurture customer advocacy by identifying customers who have realized meaningful outcomes and facilitating advocacy activities such as references, case studies, testimonials, advisory councils, and speaking opportunities aligned to delivered value.
• Resolve complex customer challenges by diagnosing root causes, leading cross‑functional resolution efforts, balancing immediate remediation with long‑term success considerations, and preventing recurrence of systemic issues.
• Drive continuous improvement by collecting structured customer feedback, sharing insights with Product and Leadership teams, identifying recurring friction points across the customer base, and contributing to the refinement of onboarding, health monitoring, and engagement practices.

• 2+years of external financial audit experience within a public accounting firm or similar environment.
• Working knowledge of audit methodologies, workflows, and regulatory/compliance considerations within CPA firms.
• Foundational knowledge of Tax and Accounting concepts (deep familiarity with how audit practices operate is a significant plus).
• Experience with CCH products or other similar tax and accounting software.
• Strong communication skills and ability to lead customer conversations around best practices as it relates to use of Tax and Audit software.
• Experience working directly with…