Customer Success Manager: Retention & Growth

Prophix; Toronto; On-site; CAD 82,000 - 90,000; Full time

Benefits offered by this job

Health, dental, vision

Retirement plan with employer matching

Parental leave top‑up

Wellness allowance

Generous paid time off

ESG initiatives

Town halls and team events

Job summary

Prophix, headquartered in the Greater Toronto Area, is seeking a Customer Success Representative to own a book of accounts, drive renewals, and grow value across customers in North America, Europe, and Australia. You will partner with Sales, Professional Services, Product Adoption, Marketing, and Finance to deliver data‑driven outreach and retain customers.

You will re‑engage at‑risk accounts, develop success plans, and use health data to identify upsell opportunities while advocating for

Qualifications

• 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.
• Experience in Customer Success, Account Management, or another customer‑facing SaaS role (typically 2 to 5 years), including managing a portfolio of accounts at the same time.
• A track record of driving renewals and reducing churn, with the ability to speak specifically to the retention results you personally owned.
• Strong analytical skills, with the ability to read customer health data, usage trends, and renewal pipelines to drive insights and address process gaps.
• Strong communication and presentation skills, with the ability to adapt your tone to your audience and present confidently to senior stakeholders, including CFOs, VPs, and other finance leaders.
• Effective time management and strong organizational skills, with the ability to manage multiple clients concurrently and build systems that keep every account on track.
• A problem‑solving approach that finds the root cause before acting, including telling product‑fit issues apart from adoption issues.
• Ability to work independently and to collaborate with Sales, Professional Services, Product Adoption, and Marketing.
• Passion for Customer Success, with the persistence to keep re‑engaging quiet customers over months.
• Comfort using AI tools responsibly to support tasks such as research, drafting, or data review, and the curiosity to keep learning new tools and approaches as technology evolves.
• Must be legally entitled to work in the country where this role is located.

Responsibilities

• Own your book by being the main point of contact for an assigned book of customer accounts and maintaining regular touchpoints.
• Use health and renewal data to prioritize time and keep accounts engaged with meaningful interactions every 60 days or less.
• Learn each customer's goals and map Prophix capabilities to desired outcomes.
• Re‑engage less engaged customers, assess whether issues are product fit or adoption, and respond accordingly.
• Build and run success plans covering onboarding, training, and advocacy programs to increase adoption and value realization.
• Execute defined plays and escalation processes for high‑risk accounts to secure renewals.
• Drive renewals through proactive engagement and by reinforcing the value delivered by Prophix.
• Identify upsell and cross‑sell opportunities using health data and usage trends; qualify expansion leads for Sales.
• Collaborate with Professional Services, Product Adoption, and Customer Sales teams to strengthen engagement and retention.
• Advocate for customers internally, sharing feedback with Product, Marketing, and Experience teams to inform improvements.
• Perform other related duties as required by the team.

Skills

Account management

Customer success

Renewals

Data analysis

Communication

Stakeholder management

Time management

Problem solving

Independent work

Collaboration

Education

Post-secondary diploma or degree in business/finance/accounting or related field

Tools

Gainsight

Salesforce

ChurnZero

Job description

Prophix, headquartered in the Greater Toronto Area, is seeking a Customer Success Representative to own a book of accounts, drive renewals, and grow value across customers in North America, Europe, and Australia. You will partner with Sales, Professional Services, Product Adoption, Marketing, and Finance to deliver data‑driven outreach and retain customers.

You will re‑engage at‑risk accounts, develop success plans, and use health data to identify upsell opportunities while advocating for