Customer Success Representative

Prophix · Lisbon

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See what you can do with Prophix

Finance teams across 100+ countries use Prophix One™ to replace manual processes with intelligent planning, reporting, and automation. We are a globally connected team and we are growing. If you are looking for a role where your work reaches customers across industries and borders, and where the people around you are invested in doing great work, this is worth reading.

We have teams and offices across the UK, Europe, North America, and Australia. Trusted by more than 3,000 finance teams across 100+ countries, Prophix One™ is built for organisations that want to plan smarter and move faster.

As a Customer Success Representative at Prophix, you will be the trusted partner for a portfolio of customers, proactively engaging those who need support to unlock more value from the platform, driving stronger adoption, healthier retention, and meaningful growth. You will work closely with teams across Professional Services, Product Adoption, Customer Sales, and Marketing to deliver a seamless, high-impact experience for every customer you serve. This role is equal parts relationship builder, problem solver, and customer advocate and the work you do will directly shape how customers experience Prophix at scale.

What You Will Do

• Serve as the primary point of contact for an assigned book of customer accounts
• Build trust through consistent, responsive, and proactive communication.
• Develop and execute tailored success plans that drive adoption and value realization, incorporating enablement programs, onboarding support for new users, targeted training sessions, and advocacy initiatives.
• Monitor customer health signals and proactively reach out to less-engaged accounts to re-establish momentum, address concerns, and reinforce the value of Prophix.
• Partner cross-functionally with Professional Services, Product Adoption, and Customer Sales to coordinate timely interventions and ensure a cohesive customer experience.
• Lead renewal conversations with confidence: reinforcing outcomes achieved, handling objections, and executing proven plays to secure and grow your book of business.
• Analyze customer data and usage trends to surface actionable insights, identify gaps, and recommend improvements to both the customer experience and internal processes.
• Represent the voice of the customer internally by sharing structured feedback with Product, Marketing, and Leadership teams to influence roadmap and service delivery decisions.
• Identify opportunities for additional training, support, or expansion that align with customer goals and contribute to retention and growth outcomes.

Requirements

What You Will Bring

We hire for potential as much as experience. If this role excites you but you don’t check every box, we still want to hear from you. At Prophix, people who ask good questions, adapt quickly, and bring a fresh perspective often make the biggest impact.

Required Qualifications

• Demonstrated experience in a customer-facing role, such as Customer Success, Account Management, or a related field with a track record of managing multiple accounts simultaneously.
• Strong analytical skills with the ability to interpret customer data, identify trends, and translate insights into actionable plans.
• Comfortable engaging with senior stakeholders including CFOs, VPs, and finance leaders, with the confidence to communicate clearly and credibly at all levels.
• Excellent organizational and time management skills, with the ability to prioritize across a large, varied book of business.
• Strong written and verbal communication skills in both English and French; professional proficiency in both languages is required.
• Must be legally entitled to work in the country where the role is posted.
• Comfortable using AI tools responsibly to support tasks such as research, drafting, or data review.
• Curious, adaptable, and genuinely passionate about customer success with an eagerness to grow, take ownership, and try new approaches.

Preferred Qualifications

• Academic or practical knowledge of Accounting and/or Financial concepts, such as planning, budgeting, forecasting, or consolidation, is a strong asset.
• Professional proficiency in German, Italian, or Dutch.
• Prior experience working with CPM, FP&A, or ERP platforms (e.g., Prophix, Anaplan, Vena, Planful, or OneStream).
• Experience working in a SaaS or technology environment where product adoption and renewal metrics are core to the role.
• Familiarity with customer success platforms or CRM tools used to track engagement, health scores, and account activity.

Benefits

What Success Looks Like

• 30 days: You know our platform, our customers, and how your team operates. You’ve completed onboarding and are contributing to live work.
• 90 days: You’re working independently, owning deliverables end to end, and building relationships across functions and regions.
• 6 months: Your fingerprints are on something real. You’ve improved a process, shipped something meaningful, or earned a seat at the table on a decision that matters.

Why Join Prophix?

Joining Prophix means working across borders every day with colleagues in EMEA, North America, and beyond. You’ll build experience across functions and regions that most roles simply don’t offer. We respect work life balance standards, support flexible working, and believe that people do their best work when they have real ownership and the space to think.  Our values are Pursue Excellence, Build with Purpose, Create Wins for All, and Drive Continuous Innovation. These are how we hold ourselves accountable, not just something we put in a presentation.  We respect the right to disconnect and operate in line with local legislation in every market we work in.

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  What’s Included for You?
• A competitive salary package. Details are shared at the first stage of the interview process as we believe in transparent and fair compensation.  
• Hybrid set-up with flexible working hours
• A comprehensive benefit package tailored to each location
• Professional development support and financial assistance for learning
• Total Wellness Benefit
• 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

If you’re looking for a place where your work touches real products, real customers, and real decisions, and where your career can grow in the direction you choose. We would love to meet you. Apply and let’s talk about what’s possible. 

Equal Opportunities & Inclusion

Accessibility & AI Transparency Prophix is an equal opportunity employer. We welcome applications from people of all backgrounds, experiences, and identities, and are committed to creating an inclusive environment where everyone can do their best work. If you require any adjustments during the recruitment process, please let us know.

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.

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