Customer Success Manager (Hybrid)

Redefining Cloud Finance, Together

Prophix is the leading global platform and partner for finance performance management. We create software that serves ambitious finance teams, helping them empower their organizations, gain valuable insights, and drive business performance. Thousands of finance leaders across nearly one hundred countries use Prophix today.

Working with a global network of partners and with headquarters in Mississauga, Ontario, Canada, we maintain offices in North America, South America, the U.K., Europe, and Asia. Learn more about our offices here.

The Customer Success Manager is a dynamic individual who has a strong SAAS background and is looking to transition into a fast-paced, customer-oriented role. The position will report to the Manager, Customer Success within the Customer Success Team and will work extensively with various internal and external clients.

The successful candidate will have strong interpersonal skills, be mature and assured when dealing with high level customer executives. We are looking for someone who will proactively seek solutions for our customers’ various issues. The ideal candidate will have proven project management and organizational skills.

What You Will Do

• Provide excellent service and support to ensure customers are successful and renew
• Troubleshoot issues, escalate where needed, and follow-up promptly to ensure customer expectations are exceeded
• Ensure customers are generating their intended business outcomes
• Manage the renewals process; proactively look at churn and contact customers at risk prior to renewal time and track information regarding any cancellations
• Identify opportunities to cross-sell and upsell clients on additional products
• Establish and manage new programs relating to improving the Customer Experience
• Work with other Prophix Departments to share information gathered from Customers
• Coach customers on the best practices of using Prophix, and the use and benefit of our products and services
• Inspire clients to think strategically about how our platform can support their business needs
• Collect customer stories about successes using our software

What You Will Bring

To shine in this role, you will bring a rare combination of experience, technology skills, personal qualities, and education.

Required Qualifications

• A Post-Secondary Degree in Business, Accounting/Finance, Sales/Marketing, or Computer Science
• At least 2 years of SAAS industry experience
• Must possess strong business and entrepreneurial skills
• Ability to provide professional client communications, both proactively and in challenging situations
• Excellent business consulting skills, primarily in the ability to determine business pain points and the capacity to align appropriate solution recommendations
• Ability to think strategically and align client business pain points to solution options
• Strong in-person and remote presentation skills
• Strong computer skills with advanced working knowledge of Microsoft Office Suite with a strong focus on Excel
• Effective time management and organizational skills that allows candidate to effectively manage multiple customers concurrently
• Fluent in English and other European language
• Comfortable working in a project environment interacting with senior level executives including CFOs, VPs and other line finance staff
• Passion for customer success with an eagerness to learn and take on new responsibilities
• Must be legally entitled to work in the country where the role is located. Must be able to travel to the United States, Canada and/or internationally, and have a valid passport.

Preferred Qualifications

• Experience in customer success management is a preferred asset
• Renewals management & customer management is an asset
• Accounting/finance experience is an asset
• Experience working with Prophix software is an asset
• Knowledge & prior use of CRMs, Customer Success Platforms, or other SAAS software is preferred

Why join?

A solid foundation - and a bright future.

Prophix has been around for 30 years and is well-established in the market. Recently acquired by Hg Capital, we are thrilled to be working with investors who see significant growth opportunities for the continued adoption of Corporate Performance Management (CPM) software by mid-market organisations. Our CPM software fills the gap and presents us with an enormous market opportunity.

Community, culture and purpose.

We encourage our Phixers (the extraordinary team working at Prophix) to create wins for all, innovate with purpose, have passion for excellence, and laser-focus on delivering for the finance leaders of today and tomorrow. Our goal is to ensure we are living our values and nurturing a collaborative, growth-minded culture where everyone can shine.

We reward team accomplishments, but we also know that life outside of the office is vital. To that end, we provide a highly competitive compensation, vacation and benefits package, and encourage participation on one or all five of our company sports teams as well as seasonal celebrations.

At Prophix, we aim to create a lasting impact on the global community through meaningful programs and projects. We create real opportunities to participate in volunteer activities through our corporate social responsibility program (CSR), fundraising activities and paid volunteer days to support causes important to you. We also have a CSR committee that you may wish to sit on, and you can nominate an important cause for consideration for our quarterly $50,000 donation, made when we meet our profit goals.

Learn more about us on our Careers Page!

Consider Applying Now!

Prophix promotes a diverse, inclusive, and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be. If you have 70% of the qualifications we are seeking, please consider applying. While we can’t guarantee an interview, we promise to consider the full breadth of your experience and background.

At Prophix, we are committed to creating a working environment that is barrier-free. Please advise our Recruitment team if you require reasonable accommodation during the interview and assessment process, and we will work with you to meet your needs.

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