Senior Customer Success Specialist Financial Audit (Mumbai)

Senior Customer Success Specialist - Financial Audit Experience: Not Available to Not Available years Location: Coppell, Texas, United States Skills: public accounting, audit workflows, compliance requirements, firm operations, CCH products, tax and accounting software, client advisory, CPA certification, B2B, SaaS, customer success tools, CRM systems, Salesforce, Certinia 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 customersprimarily public accounting firms, with a strong focus on audit practicesachieve 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 workflowsespecially financial audit engagementsto ensure customers achieve measurable business value from the companys products and services. This role is ideal for candidates with prior experience in public accounting, particularly in external financial audit, who can translate industry knowledge into customer success strategies that accelerate time to value, drive adoption and retention, proactively manage risk, and support revenue protection and growth. Essential Duties and responsibilities Apply knowledge of public accountingparticularly audit workflows, compliance requirements, and firm operationsto guide customers on best practices, use case adoption, and process optimization within our solutions. Lead outcomefocused 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 rather than only technical implementation. Develop, cocreate, and maintain Customer Success Plans that define customer business objectives, priority use cases, success metrics, milestones, and timelines, and use these plans as the primary framework for guiding ongoing engagement, alignment, and decisionmaking. 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, datadriven interventions. Execute lifecyclebased customer engagement strategies by conducting regular valuebased checkins, 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 customers 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, using EBRs as a key checkpoint for renewal readiness. Support customer renewals and expansion efforts by ensuring customers are renewalready 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 crossfunctional resolution efforts, balancing immediate remediation with longterm 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. Job Qualifications This role is well-suited for professionals transitioning from public accountingparticularly those with audit experiencewho are interested in moving into a client-facing, strategic role within a SaaS environment. Candidates should bring a robust understanding of audit workflows, CPA firm operations, and client engagement dynamics, combined with a passion for driving customer outcomes. Experience : 2+ years of external financial audit experience within a public .