Customer Success Representative

See what you can do with Prophix

Prophix helps finance teams work with greater flexibility and confidence through Prophix One™, our Financial Performance Platform. We bring planning, reporting, and automation together so people can focus on higher-value work instead of repetitive tasks. As we introduce more AI-enabled capabilities, you will be part of a human-centered innovation journey where intelligent tools support better outcomes while people lead the decisions that matter.

We’re headquartered in the Greater Toronto Area, with teams and offices across North America, Europe, and Australia.

The Customer Success Representative will be responsible for proactively reaching out to customers who are less engaged to encourage improved adoption, engagement and drive value to ultimately improve the health of the customer. They will be focused on retention and expansion goals within the group of customers.

The successful candidate will communicate effectively and partner with Management, Sales, Marketing, Finance to drive process improvements, build and develop customer relationships, identify, and address process gaps, and improve customer satisfaction with improved service delivery to pool customers through effective processes.

• Act as the main point-of-contact for an assigned book of customer accounts.
• Build trust-based relationships with your assigned customer through regular check-ins and responsive communication.
• Understand customer goals and use cases to align the product with their success outcomes.
• Collaborate cross-functionally with Professional Services, Product Adoption, and Customer Sales teams to strengthen engagement and retention of your assigned customers.
• Drive renewal success through proactive engagement, value reinforcement, and effective account management.
• Build success plans for customers to increase adoption and overall value realization. Plans may include, but not limited to, enablement and onboarding programs for new users, specific training and product adoption sessions, advocacy programs etc.
• Identify opportunities for additional training or support to enhance customer success.
• Advocate for the customer internally by sharing insights that inform product, marketing, and experience improvements.
• Execute on existing plays/strategies to address customer concerns and objections to secure renewals.
• Gather and share feedback from customers regarding their experiences and areas for improvement.
• Perform other related duties as required by the team

If this role excites you but you don’t meet every requirement, we still encourage you to apply. At Prophix, curiosity, adaptability, and diverse perspectives matter. Your experience may be exactly what we need.

• A mix of experience, training, or education that helps you succeed in this role.
• Strong analytical skills and ability to analyze data sets to drive customer insights and address process gaps
• Comfortable working in a project environment interacting with senior level executives including CFOs, VPs and other line finance staff
• Ability to work independently and as part of a team
• Confidence and ability to interface professionally across all levels of the organization
• Effective time management and strong organizational skills, with the ability to manage multiple clients and/or projects concurrently
• Strong communication and presentation skills
• Passion for Customer Success with an eagerness to learn and take on new responsibilities
• Comfort using AI tools responsibly to support tasks such as research, drafting, or data review
• Ability to learn new tools and adapt as technology evolves
• Curiosity and openness to exploring new approaches
• Collaborative mindset when working with teams and technology
• Must be legally entitled to work in the country where this role is located

• Academic or practical knowledge of Accounting and/or Financial concepts (i.e. planning, budgeting, forecasting, or consolidation) is preferred

• 30 days:
  You understand our tools, product, and people
• Within 90 days:
  You work independently on meaningful tasks
• Within 6 months:
  You contribute ideas,…