Customer Success Manager (UK Based, Remote)

MindBridge Analytics•Ottawa, ON

2d•Remote

About The Position

MindBridge is seeking a Customer Success Manager to partner with their External Audit customers, ensuring they maximize value from their investment in MindBridge AI™. This role is ideal for individuals with a background in external audit, accounting, or audit transformation, who are passionate about leveraging technology and AI to modernize audit workflows. The Customer Success team's primary goal is to protect and grow revenue by proactively delivering value throughout the customer lifecycle. The Customer Success Manager will own their book of business, collaborating with Sales, Product, Services, Support, and Subject Matter Experts to provide exceptional customer experiences and outcomes. This position offers a unique opportunity to combine audit domain expertise, strategic relationship management, and technology enablement to influence the future of audit.

Requirements

5+ years of experience in Customer Success, Consulting, External Audit, Audit Innovation, Risk Advisory, or related SaaS/FinTech roles.
Bachelor of Accounting/Finance/Business or equivalent degree is required.
Strong understanding of audit workflows, financial data, and audit methodology.
Proven success driving change in challenging customer environments with highly technical stakeholders.
A strong technical aptitude and ability to understand complex software development systems and processes.
Demonstrable experience in strategic account planning and execution.
Excellent communication and presentation skills, with the ability to effectively engage with executive-level stakeholders.
Empathy, passion, determination, and a strong desire to win.
Authorization to work in Canada.
Ability to travel up to 25% of the time (Canada, US, UK, and EU).
Fulfill requirements necessary to obtain and clear a full background check.

Nice To Haves

ACA, ACCA, CPA or other relevant designation/qualification or international equivalent is strongly preferred.
Experience in public accounting or external audit is strongly preferred.
Experience in external audit, public accounting, audit innovation, or audit transformation initiatives.
Understanding of financial statements, General Ledgers, Subledgers, audit workflows, and financial transaction analysis.
Experience working closely with audit stakeholders such as Audit Partners, Directors, Senior Managers, Managers, and engagement teams.
Passion for helping firms modernize and operationalize data-driven audit methodologies.
Well-versed in financial data and the systems that support it, such as ERP systems including SAP, Oracle, NetSuite, Workday, or Microsoft Dynamics.
Ability to build and execute strategic account success plans while managing multiple priorities and stakeholders.
Comfortable leading customer-facing conversations, presentations, and enablement sessions.
Experience supporting or leading change management and technology adoption initiatives.
Enthusiasm about emerging technologies, AI, analytics, and innovation in audit and assurance.

Responsibilities

Develop a deep understanding of customer business objectives, audit methodologies, operational challenges, and strategic priorities to ensure measurable value realization from MindBridge.
Proactively identify opportunities to increase adoption, expand use cases, and strengthen customer outcomes.
Act as the product expert for their assigned customer base, training users and engagement teams, advising on audit analytics best practices, and introducing new features.
Support audit transformation initiatives and assist customers in operationalizing MindBridge within their audit workflows.
Partner with customers to understand audit workflows, engagement processes, and business objectives to drive long-term adoption and value.
Optimize workflows, remove operational bottlenecks, and support scalable deployment strategies in collaboration with internal SMEs and services teams.
Continuously assess customer health risks (e.g., lack of acknowledged value, loss of champions, low usage, competitive threats) and develop success plans to mitigate them.
Proactively drive retention and renewal readiness across their portfolio.
Ensure seamless customer onboarding, handoffs, adoption, and ongoing engagement by partnering with Implementation, Services, Support, Product, and Sales teams.
Leverage data and key CS metrics (GRR, NRR, NPS, Time to Value) to drive strategic conversations.
Serve as the voice of the customer, relaying product feedback and feature requests to the product development team.
Partner with the sales organization to identify expansion opportunities and play a key role in customer renewals.
Own and drive Customer Success initiatives, including the development of tools and processes, contributing to team growth and personal development.