Customer Success Representative

Prophix; Toronto; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading financial software company is seeking a Customer Success Representative to enhance customer engagement and retention. The role involves building trust-based relationships and collaborating cross-functionally to drive success. Candidates should have strong analytical and communication skills, with a background in accounting or finance preferred. This position offers opportunities for professional growth and a comprehensive benefits package, including health coverage and flexible work arrangements.

Benefits

Comprehensive health coverage

Retirement savings with employer contributions

Generous paid time off

Annual wellness allowance

Qualifications

• Ability to analyze data sets to drive customer insights.
• Effective communication and collaboration with senior executives.
• Strong organizational skills to manage multiple clients.

Responsibilities

• Act as the main point-of-contact for assigned customer accounts.
• Build trust-based relationships through regular check-ins.
• Collaborate with teams to strengthen customer engagement.

Skills

Analytical skills

Communication skills

Time management

Customer success orientation

Education

Knowledge of Accounting/Financial concepts

Tools

AI tools

Job description

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.

What You Will Do

• 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
• Comfort using AI tools responsibly to support tasks such as research, drafting, or data review
• Ability to learn new tools and adapt as technology evolves
• Curiosity and openness to exploring new approaches
• Collaborative mindset when working with teams and technology
• Must be legally entitled to work in the country where this role is located

Preferred Qualifications

• Academic or practical knowledge of Accounting and/or Financial concepts (i.e. planning, budgeting, forecasting, or consolidation) is preferred.

What Success Looks Like

• 30 days: You understand our tools,product, and people
• Within90 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.