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

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

• Academic or practical knowledge of Accounting and/or Financial concepts (i.e. planning, budgeting, forecasting, or consolidation) is preferred.
• 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
• Must be legally entitled to work in the country where the role is located. Must be able to travel to the United States, Canada and/or internationally, and have a valid passport.
• Post-secondary education in Marketing, Computing, Business or Finance/Accounting strongly preferred

What Success Looks Like

• 30 days: You understand our tools, product, and people

• Within 90 days: You work independently on meaningful tasks

• Within 6 months: You contribute ideas, improvements, and measurable impact

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-centred 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

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.