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.

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