Customer Success Manager

Prophix; Perth; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Gym membership subsidy

Mobile plan

Home office tech allowance

Birthday leave

Extended leave

Mini sabbatical

Employee assistance program

Professional development support

Team events and ESG initiatives

Quarterly Town Halls

Job summary

Prophix Australia is seeking a Customer Success Manager based in Perth to own a strategic portfolio of mid-market and enterprise accounts. You will partner with Sales, Professional Services, Product, and Finance to drive adoption, protect ARR, and deliver measurable outcomes.

You will build executive-level relationships, lead renewal cycles, and identify expansion opportunities while collaborating across teams to deliver business value and customer outcomes.

Qualifications

• 5+ years in Customer Success, Account Management, or related role in SaaS/enterprise software.
• Proven ability to build and sustain executive-level relationships with CFOs, VPs of Finance, and senior stakeholders.
• Strong analytical skills to interpret account data, spot trends, and drive retention/growth.
• Experience managing a high-volume, complex book of business with autonomy.
• Excellent communication and presentation skills for executive audiences.
• Comfortable using AI tools to support research, drafting, and data review.
• Collaborative mindset to work across all organizational levels.
• Ability to learn new tools and adapt as technology evolves.
• Curious, open to new approaches, and motivated to improve.
• Must have right to work in Australia without sponsorship.

Responsibilities

• Own a strategic portfolio of mid-market and enterprise accounts end-to-end as trusted advisor.
• Develop tailored success plans to drive product adoption and customer maturity with executive reviews.
• Lead full renewal cycle, manage risk, and drive ARR protection/growth.
• Partner with Professional Services, Product Adoption, Customer Sales and Product teams to resolve escalations.
• Identify growth opportunities and pursue them with Customer Sales.
• Voice customer insights internally to shape roadmap and experiences.
• Gather customer intelligence to support forecasting, QBRs, and CS strategy.

Skills

Executive relationships

SaaS experience

Analytics

Book of business

Executive-level communication

AI tools familiarity

Cross-functional collaboration

Learning agility

Work authorization AU

Job description

See what you can do with Prophix

More than 3,000 finance teams across 100+ countries use Prophix One™ to plan, report, and make better decisions without the spreadsheet chaos. We’re a global team with a growing Australian presence, and we’re looking for people who want to do great work, make a real contribution, and build a career with genuine international reach.

We have teams and offices across the UK, Europe, North America, and Australia. This is a full-time, permanent role based in Perth, with a hybrid working arrangement.

As a Customer Success Manager at Prophix, you will own a strategic portfolio of mid-market and enterprise accounts, serving as a trusted advisor to finance leaders as they unlock the full value of the Prophix platform. You will work closely with Sales, Professional Services, Product, and Finance teams to drive adoption, protect and grow ARR, and ensure every customer achieves measurable outcomes. This is a high-impact, high-autonomy role for someone who thrives on building deep relationships and connecting technology to real business results.

What You Will Do

• Own a portfolio of strategic accounts end-to-end, acting as the primary point of contact and trusted advisor for finance leaders including CFOs, VPs of Finance, and senior stakeholders.
• Build and execute tailored success plans that drive product adoption, value realization, and customer maturity, including executive business reviews, enablement programs, and adoption roadmaps.
• Lead the full renewal cycle for your book of business, including risk identification, commercial conversations, and executive alignment to protect and grow ARR.
• Partner cross-functionally with Professional Services, Product Adoption, Customer Sales, and Product teams to resolve escalations, advance account health, and surface expansion opportunities.
• Identify growth opportunities within your accounts and collaborate with Customer Sales to qualify and pursue them.
• Act as the voice of the customer internally, translating account insights into actionable feedback for Product, Marketing, and leadership to shape roadmap and experience decisions.
• Gather and synthesize customer intelligence to support forecasting accuracy, QBR preparation, and broader CS team strategy.

What You Will Bring

We hire for potential as much as experience. If this role excites you but you don’t check every box, we still want to hear from you. At Prophix, people who ask good questions, adapt quickly, and bring a fresh perspective often make the biggest impact.

Required Qualifications

• 5+ years of experience in Customer Success, Account Management, or a related customer-facing role within SaaS or enterprise software
• Proven ability to build and sustain executive-level relationships, including with CFOs, VPs of Finance, and senior stakeholders, and lead strategic conversations at that level
• Strong analytical skills with the ability to interpret account data, identify trends, and translate insights into proactive actions that drive retention and growth
• Demonstrated ability to manage a complex, high-volume book of business with a high degree of autonomy and strong organizational discipline
• Exceptional communication and presentation skills, with the ability to tailor messaging for executive audiences and deliver compelling business reviews
• Comfortable using AI tools responsibly to support tasks such as research, drafting, and data review, with a curiosity and openness to adopting new tools as they evolve
• Collaborative mindset and confidence to work effectively across all levels of an organization
• Able to learn new tools and adapt as technology and workflows evolve.
• Curious, open to new approaches, and motivated to continuously improve.
• Must have the right to work in Australia without sponsorship

Preferred Qualifications

• Knowledge of accounting and financial concepts, including planning, budgeting, forecasting, or consolidation, is strongly preferred
• Experience working with CPM, EPM, or FP&A software is a significant asset
• Familiarity with platforms such as Prophix, Anaplan, Vena, Planful, or OneStream
• Experience navigating complex commercial negotiations and executive escalations within a renewal or expansion context
• Background working with mid-market or enterprise finance teams, with an understanding of how finance leaders evaluate and measure technology value

What Success Looks Like

• 30 days: You know our platform, our customers, and how your team operates. You’ve completed onboarding and are contributing to live work.
• 90 days: You’re working independently, owning deliverables end to end, and building relationships across functions and regions.
• 6 months: Your fingerprints are on something real. You’ve improved a process, shipped something meaningful, or earned a seat at the table on a decision that matters.

Why Join Prophix?

Working at Prophix in Australia means you’re connected to a genuinely global operation, not a satellite office with limited scope. You’ll collaborate across functions and time zones, work directly with customers in different industries, and build the kind of broad experience that accelerates a career. We’re direct about how we work: hybrid arrangements are defined per role, we invest in professional development, and we believe good people deserve real ownership from day one. Our values are Pursue Excellence, Build with Purpose, Create Wins for All, and Drive Continuous Innovation, and these are what we actually use to make decisions.

What’s Included for You?

• Hybrid set-up from our central Perth office with flexible working hours
• Co-funded gym membership, mobile, plan, home broadband and home office equipment allowance
• Birthday leave, extended leave, and mini sabbatical options for long-serving employees
• Employee & Family Assistance Programme access
• Professional development support and financial assistance for learning
• 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

Equal Opportunities & Inclusion

Prophix is an equal opportunity employer. We welcome applications from people of all backgrounds, experiences, and identities, and are committed to creating an inclusive environment where everyone can do their best work. If you require any adjustments during the recruitment process, please let us know.

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.