Prophix

Customer Success Manager

• 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

Customer Success Representative