Manager, Customer Success (Maternity leave contract)Join to apply for the Manager, Customer Success (Maternity leave contract) role at ProphixManager, Customer Success (Maternity leave contract)Join to apply for the Manager, Customer Success (Maternity leave contract) role at ProphixGet AI-powered advice on this job and more exclusive features.Prophix is a quick-growing global leader in financial performance management. Ambitious finance teams use Prophix One, our Financial Performance Platform, to improve the speed and accuracy of their decision-making with a harmonized user experience, stepping confidently into the next generation of finance.Headquartered in Etobicoke, Ontario with offices in 16 cities, we work with a global network of partners across North America, South America, the UK, Europe, and Asia to serve thousands of finance leaders across nearly one hundred countries. Learn more about our offices here.The Manager, Customer Success, reports to the Director, Customer Success and is a member of the Company’s management team. They will be responsible for providing leadership and management of the Company’s customer success management team. They will serve as the primary point of contact,



leader and mentor for the Customer Success Managers within the Customer Success Department.What You Will DoManage a team of resources who are responsible for executing on corporate goals as it pertains to Customer Success with exceptional results.Establish and manage new programs to address any gaps in our Customer Success Methodology.Support team in providing superior service to ensure customers are successful in meeting their desired business outcomes.Troubleshoot issues, escalate where needed, and follow-up promptly to ensure customer expectations are exceeded.Ensure customers are receiving the most value from their investment by managing the onboarding experience part of the customer life cycle.Help in facilitating the renewals process; proactively look at addressable churn and contact customers at risk prior to renewal time and track information regarding any cancellations, forecast renewals on a regular basis and provide updates on team progress.Identify opportunities to cross-sell and upsell clients on additional products.Coach team members and customers on the best practices of using Prophix, and the use and benefit of our products and services.Oversee quality assurance including issue resolution, call monitoring, and development of performance metrics.Manage resources by setting clear expectations, creating accountability, and enhancing collaboration to meet or exceed service level and quality expectations.Manage complex customer escalations and facilitate the plan for resolution, provide support to the Customer Success team on complex renewals and

📌 Manager, Customer Success (Toronto)
🏢 Prophix
📍 Toronto