Customer Success Representative

Customer Success Representative

Prophix · Etobicoke, Canada (Hybrid) · — · Posted 2026-11-04

Workplace: hybrid

Department: (390) Customer Success - CM

Description

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.

As a Customer Success Representative, you own the relationship with an assigned book of customer accounts, with a focus on re-engaging customers whose adoption has slipped and bringing them back to real value from Prophix. You are accountable for retention and growth across your book, measured by Gross Retention Rate (GRR), Net Retention Rate (NRR), and steady, regular contact with every account.

You will partner with Sales, Professional Services, Product Adoption, Marketing, and Finance, advocating for your customers internally while running proactive, data-driven outreach that moves them toward their goals.

What You Will Do

Own your book

• Act as the main point of contact for an assigned book of customer accounts, building trust through regular check-ins and responsive communication.
• Keep every account engaged, with no more than 60 days between meaningful touchpoints, and use health and renewal data to decide where your time goes first.
• Learn each customer’s goals and use cases so you can tie the product to the outcomes they care about.

Re-engage and retain

• Reach out proactively to customers who are less engaged, and work out whether the issue is product fit or adoption before you decide how to respond.
• Build and run success plans that increase adoption and value realization, covering onboarding for new users, training and product adoption sessions, and advocacy programs, and flag where additional training or support would help.
• Run the defined plays and escalation processes for high-risk accounts, addressing customer concerns and objections to secure renewals.
• Drive each renewal through proactive engagement and by reinforcing the value the customer is getting from Prophix.

Grow your accounts

• Use customer health data, usage trends, and gap or needs analysis to identify upsell and cross-sell opportunities within your book.
• Qualify expansion leads and pass them to Sales.

Partner across Prophix

• Collaborate with Professional Services, Product Adoption, and Customer Sales teams to strengthen engagement and retention for your assigned customers.
• Advocate for your customers internally, sharing their feedback and insights with Product, Marketing, and Experience teams to inform improvements.
• Perform other related duties as required by the team

Requirements

What You Will Bring

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.

Required Qualifications

• Post-secondary diploma or degree in business, finance, accounting, or a related field, or equivalent practical experience managing customer accounts in a SaaS or financial software environment
• Experience in Customer Success, Account Management, or another customer-facing SaaS role (typically 2 to 5 years), including managing a portfolio of accounts at the same time
• A track record of driving renewals and reducing churn, with the ability to speak specifically to the retention results you personally owned
• Strong analytical skills, with the ability to read customer health data, usage trends, and renewal pipelines to drive insights and address process gaps
• Strong communication and presentation skills, with the ability to adapt your tone to your audience and present confidently to senior stakeholders, including CFOs, VPs, and other finance leaders
• Effective time management and strong organizational skills, with the ability to manage multiple clients concurrently and build systems that keep every account on track
• A problem-solving approach that finds the root cause before acting, including telling product-fit issues apart from adoption issues
• Ability to work independently and to collaborate with Sales, Professional Services, Product Adoption, and Marketing
• Passion for Customer Success, with the persistence to keep re-engaging quiet customers over months
• Comfort using AI tools responsibly to support tasks such as research, drafting, or data review, and the curiosity to keep learning new tools and approaches as technology evolves
• Must be legally entitled to work in the country where this role is located

Preferred Qualifications

• Academic or practical knowledge of Accounting and/or Financial concepts (i.e. planning, budgeting, forecasting, or consolidation) is preferred
• Background in financial software, FP&A, ERP, or adjacent fintech or SaaS
• Hands-on experience with customer success or CRM tools such as Gainsight, Salesforce, or ChurnZero
• Experience building formal success plans with measurable milestones, or running gap or needs analysis to qualify expansion opportunities

What Success Looks Like

• Within 30 days: You know Prophix’s product, tools, and team, you have reviewed health and renewal dates across your book, and you have made first contact with your highest-priority accounts
• Within 90 days: You run your book independently, with every account touched in the last 60 days, success plans in place for your lower-adoption customers, and proactive outreach underway on upcoming renewals
• Within 6 months: You are moving retention and growth across your accounts, with expansion leads qualified and passed to Sales, and you are contributing ideas that improve how the team re-engages lower-adoption customers

Benefits

Why Join Prophix?

Prophix builds technology that helps organizations plan, forecast, and make better decisions through Prophix One™, our Financial Performance Platform. You’ll work with colleagues and customers across multiple regions, contribute to a platform used by thousands of organizations, and help advance our AI-enabled capabilities that support smarter, more human-centered work. You’ll also have opportunities to grow your skills, learn modern tools, and collaborate with leaders who value continuous improvement.

We offer flexibility depending on team needs and employee location, and our work is anchored in our values: Pursue Excellence, Build with Purpose, Create Wins for All, and Drive Continuous Innovation.

What’s Included for You?

• Comprehensive health, dental, vision, and mental-health coverage
• Retirement savings with employer contributions
• Parental leave top-up
• Annual wellness allowance
• Generous paid time off including vacation and sick time
• Social events, team activities, and opportunities to build community
• Opportunities to participate in Environmental, Social, and Governance (ESG) initiatives
• Quarterly Town Halls and Kickoffs that bring teams together to celebrate wins, share updates, and look ahead at what’s next

Compensation 

The total target compensation range for this role is $82,000 CAD to $90,000 CAD, in accordance with applicable pay transparency laws in Canada. Actual compensation will be determined based on factors such as skills, experience, location, and internal equity. 

Apply Now!

If this feels like the right environment for you, we’d love to meet you and help you build your career as a Phixer!

Accessibility & AI Transparency

Prophix promotes an accessible hiring process. If you need accommodation at any stage, we’ll work with you. Some interviews may be recorded so our hiring team can review and assess responses fairly and consistently. As part of our commitment to Responsible AI, we use a small number of AI-supported tools to help with tasks like resume review, shortlisting, or creating interview summaries. AI is never used as the sole basis for hiring decisions, and your personal data is never used to train AI models. If you'd prefer not to take part in any AI-assisted step, just let us know and we’ll be happy to accommodate.

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