Role Description We’re looking for a Customer Success Manager to partner with our External Audit customers and ensure they realize maximum value from their investment in MindBridge. This role is ideal for someone with a strong foundation in external audit, accounting, or audit transformation who is passionate about helping firms modernize their audit workflows through technology and AI-driven analytics. The core focus of the Customer Success team at MindBridge is to protect and grow revenue from our customer base by proactively driving meaningful, acknowledged, and measurable value throughout the customer lifecycle. In this role, you will own the success of your book of business while collaborating cross-functionally with Sales, Product, Services, Support, and Subject Matter Experts to deliver exceptional customer experiences and outcomes. This is an exceptional opportunity for the right person to combine audit domain expertise, strategic relationship management, and technology enablement to help shape the future of audit. - You have experience in external audit, public accounting, audit innovation, or audit transformation initiatives. - You understand financial statements, General Ledgers, Subledgers, audit workflows, and financial transaction analysis. - You have worked closely with audit stakeholders such as Audit Partners, Directors, Senior Managers, Managers, and engagement teams. - You are passionate about helping firms modernize and operationalize data-driven audit methodologies. - You are well-versed in financial data and the systems that support it, such as ERP systems including SAP, Oracle, NetSuite, Workday, or Microsoft Dynamics. - You can build and execute strategic account success plans while managing multiple priorities and stakeholders. - You are comfortable leading customer-facing conversations, presentations, and enablement sessions. - You have experience supporting or leading change management and technology adoption initiatives. - You are enthusiastic about emerging technologies, AI, analytics, and innovation in audit and assurance. What You Will Do - Driving Value: You will develop a deep understanding of your customers’ business objectives, audit methodologies, operational challenges, and strategic priorities to ensure they achieve measurable value from MindBridge. You will proactively identify opportunities to increase adoption, expand use cases, and strengthen customer outcomes. - Customer SME: You will be the product expert for your book of business: training users and engagement teams, advising on audit analytics best practices, and introducing new features and capabilities. You'll also support audit transformation initiatives and help customers operationalize MindBridge within their audit workflows. - Adoption & Workflow Operationalization: You will partner closely with customers to understand audit workflows, engagement processes, and business objectives to drive long-term adoption and value realization. Working alongside internal SMEs and services teams, you will help optimize workflows, remove operational bottlenecks, and support scalable deployment strategies. - Customer Health: You will continuously assess risk across multiple vectors and develop comprehensive success plans to mitigate such risks. Examples of risks include lack of acknowledged value, loss of champions, low usage, competitive threats, organizational or methodology changes, and more. You will proactively drive retention and renewal readiness across your portfolio. - Customer Journey: You will partner with Implementation, Services, Support, Product, and Sales teams to ensure seamless customer onboarding, handoffs, adoption, and ongoing engagement throughout the customer lifecycle. - CS Metrics: You will leverage data and key CS metrics to drive strategic conversations, including GRR, NRR, NPS, and Time to Value. - Product Feedback: You will serve as the voice of the customer, relaying product feedback and feature requests to the product development team. Your insights are essential to ensuring we build solutions that address real customer needs, solve their challenges, and help them succeed. - Renewal and Expansion: You will partner with our sales organization to identify expansion opportunities and play a key role in making renewals an easy decision for our customers. - Project Ownership: You will own and drive Customer Success initiatives as we grow and scale. We’re a small team, which means we have the unique opportunity to build the tools and processes we use. Leading operational projects is not only a great way to contribute, but also a valuable opportunity to learn and develop the systems, skills, and foundations that benefit the entire team. Qualifications - 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. - ACA, ACCA, CPA or other relevant designation/qualification or international equivalent is strongly preferred. - Experience in public accounting or external audit is strongly preferred. - 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). Requirements - Fulfill requirements necessary to obtain and clear a full background check. Benefits - Competitive Compensation and Equity - Flexible Work – Hybrid or Remote - Comprehensive health benefits and wellness programs - Professional development opportunities - Flexible Time Off - Company Matched Retirement Plans - Unplug and recharge - 4 company-wide digital detox days annually Equal Opportunity at MindBridge At the heart of our global success lies commitment to diversity and inclusion. We rigorously enforce an equal opportunity policy in all aspects of employment, championing merit and qualifications as our benchmarks. MindBridge is a proud equal opportunity employer, embracing applicants of all backgrounds without regard to race, nationality, religion, gender, disability, or any other factors. At MindBridge, we are committed to providing an accessible candidate experience. If you require accommodations during the interview process or beyond, please inform us. We will work with you to provide necessary support and reasonable accommodations while maintaining confidentiality. Your comfort and participation are paramount to us. Please be advised that we may use AI tools in the processing of your application.

• Focus on selling service products such as warranty extensions, maintenance and service contracts, and qualifications. • Provide intensive support to assigned customers in collaboration with Service Contract Specialists and Service leaders. • Ensure timely contract renewals, including tracking deadlines, developing proposals, and following up to maintain and grow existing business. • Actively acquire and consult with existing and new customers for the sale of service products. • Prepare sales reports, statistics, and forecast summaries as required. • Use SAP, Cloud for Service (C4S), and Salesforce (SFDC) systems for quote creation, edits and logging sales activities. • Build and maintain close and long-term business relationships through meetings, phone, and email contacts to communicate product and service information.

• Directly manage a team of Senior Partner Success Managers — providing coaching, accountability, and a clear vision for what great looks like on this team • Own your own book of business, managing a portfolio of partners end-to-end from onboarding through renewal and expansion • Build trusted, high-touch relationships with partners — serving as their primary advisor and point of contact across their entire sponsorship experience • Deeply understand each partner's goals and proactively align them to the right opportunities across The Suite's platform, events, and programming • Translate partner activity into clear ROI narratives — surfacing insights, wins, and strategic value in ways that resonate with senior business leaders • Identify and close growth opportunities including upsells, expansions, and new partnership constructs that align with partner priorities and available inventory • Monitor partner health metrics and proactively address risk while keeping renewal and expansion pipelines consistently full • Lead and contribute to planning, execution, and tracking of partner-focused initiatives across the business • Champion an AI-forward operating model — building automations, agents, and internal/external-facing tooling that accelerate results, scale the team's capacity, and enhance the partner experience • Design and deploy partner success agents for recurring workflows • Automate data flows between Hubspot, Airtable, DocSend, Gmail, and more • Continuously improve and expand the agent stack as the business grows and new needs emerge • Document your agents and workflows so the whole team can understand and maintain them

• Lead, coach, and develop 2–3 Client Success Managers through 1:1s, portfolio reviews, call coaching, and performance feedback. • Manage a high-volume portfolio of emerging customers, modeling effective prioritization, risk management, adoption, and expansion practices. • Design and improve scalable engagement programs for the Emerging segment, including automated, digital, and human-led touchpoints. • Build and maintain ChurnZero playbooks, including health score triggers, risk alerts, renewal workflows, adoption campaigns, and expansion sequences. • Use AI and automation tools, including ChatGPT, Copilot, ProShort, and similar platforms, to improve efficiency and personalize customer outreach at scale. • Identify churn risk and expansion opportunities using ChurnZero health scores, product usage data, Salesforce insights, and customer signals. • Partner with the Director of Client Success, Strategic Accounts Team Lead, RevOps, and cross-functional teams to define segment KPIs, processes, and best practices. • Build and deliver digital-first customer programs, including webinars, video touchpoints, lifecycle campaigns, and scaled business reviews. • Maintain accurate, actionable customer data in ChurnZero and Salesforce. • Support escalated customer issues and help team members resolve complex customer situations.