Customer Success Representative

Prophix • Etobicoke, ON

7d

About The Position

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.

Requirements

• A mix of experience, training, or education that helps you succeed in this role.
• 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

Nice To Haves

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

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed