About the role

Customer Success Representative re-engaging and retaining Prophix customers using its financial performance platform. Driving renewals, adoption, and account expansion across a SaaS portfolio.

Responsibilities

Own relationships with an assigned book of customer accounts
Serve as the main point of contact through regular check-ins and responsive communication
Keep accounts engaged with no more than 60 days between meaningful touchpoints
Use health and renewal data to prioritize account activity
Learn customer goals and use cases and connect Prophix to desired outcomes
Re-engage less-engaged customers and determine whether issues relate to product fit or adoption
Build and run success plans covering onboarding, training, product adoption sessions, and advocacy programs
Run defined plays and escalation processes for high-risk accounts
Address customer concerns and objections to secure renewals
Drive renewals through proactive engagement and reinforcement of customer value
Identify upsell and cross-sell opportunities using health data, usage trends, and gap or needs analysis
Qualify expansion leads and pass them to Sales
Collaborate with Professional Services, Product Adoption, Customer Sales, Product, Marketing, and Experience teams
Advocate for customers internally and share feedback to inform improvements
Perform other related duties as required by the team

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
Typically 2 to 5 years of experience in Customer Success, Account Management, or another customer-facing SaaS role
Experience managing a portfolio of accounts simultaneously
Track record of driving renewals and reducing churn
Strong analytical skills, including customer health data, usage trends, and renewal pipelines
Strong communication and presentation skills, including presenting to CFOs, VPs, and finance leaders
Effective time management and organizational skills
Problem-solving ability to distinguish product-fit issues from adoption issues
Ability to work independently and collaborate with Sales, Professional Services, Product Adoption, and Marketing
Passion for Customer Success and persistence in re-engaging customers
Comfort using AI tools responsibly
Must be legally entitled to work in the country where the role is located
Academic or practical knowledge of accounting and/or financial concepts preferred
Background in financial software, FP&A, ERP, fintech, or SaaS
Experience with Gainsight, Salesforce, or ChurnZero
Experience building formal success plans or conducting gap/needs analysis

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
Opportunities to grow skills, learn modern tools, and collaborate with leaders
Flexible work arrangements depending on team needs and employee location