Customer Success Representative re - engaging and retaining Prophix customers using its financial performance platform. Driving renewals, adoption, and account expansion across a SaaS portfolio.
About the role
- Customer Success Manager supporting government and public-sector customers using SymPro treasury management software. Managing renewals, retention, migrations, and account expansion across North America.
Responsibilities
- Own and strengthen relationships with an assigned portfolio of SymPro customers after implementation
- Serve as the consistent point of contact for government agencies and public institutions using treasury management software
- Proactively check in with clients, understand product usage, confirm platform value, and provide ongoing support
- Monitor customer sentiment, usage patterns, open items, renewal timing, risks, and opportunities
- Support renewal processes and coordinate next steps to improve long-term retention
- Coordinate with Implementation, Support, Sales, and leadership to resolve customer questions, concerns, invoicing needs, contract details, billing changes, and account administration issues
- Guide customers toward newer SymPro products and identify opportunities for additional products, modules, and services
- Own smaller add-on conversations and partner with Account Executives on larger or complex opportunities
- Maintain accurate CRM records covering customer conversations, account activity, renewal status, risks, opportunities, and next steps
- Gather customer feedback, identify patterns, and share insights with Sales, Support, Implementation, Product, and leadership
- Help inform product, pricing, process, renewal, reference, and case study opportunities
Requirements
- Experience building trust with customers in a relationship-focused role such as customer success, account management, client services, inside sales, banking, software, public sector, financial services, or a related environment
- Ability to manage a portfolio of customers and maintain a consistent outreach rhythm
- Ability to track open items and stay close to account health
- Clear communication and effective coordination with customers and internal teams
- Ability to ask thoughtful questions and follow up reliably
- Ability to support renewals, expand relationships, introduce product migrations, generate leads, and contribute to revenue goals
- Ability to balance customer advocacy with company priorities and business outcomes
- Comfort building rapport with finance, treasury, accounting, investment, and operational stakeholders
- Ability to learn software products and understand how technology supports customer workflows
- Experience with public sector organizations, treasury, investment, debt, cash management, accounting-adjacent software, SaaS subscription models, renewals, migrations, CRM tools, ticketing systems, or AI-enabled workflow tools is an asset
- Must be based in the United States or Canada
Benefits
- Bonus and commission
- Fully remote work
- Opportunities for career growth into customer success, account management, sales, or leadership roles
- Virtual interview process
- Equal employment opportunities
- Workplace accommodations available on request
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Degree requirement
No Education Requirement
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