Global Director, Customer Success & Retention

Prophix; Brussel Hoofdstad; Hybrid; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid set-up withFlexible hours

Total Wellness Benefit

Professional development support and学习

Job summary

Prophix is seeking a Director of Customer Success to lead a global team across regions and product lines. You will own retention, growth targets, and customer health metrics, shaping global CS strategy and partnering with executives to deliver outcomes.

This role emphasizes people-first leadership and cross-functional collaboration to scale customer relationships worldwide. You will drive renewal strategies, customer adoption, and AI-enabled initiatives to elevate the customer experience while

Qualifications

• English and French proficiency.
• 7+ years of senior leadership in CS within SaaS/tech.
• Demonstrated ownership of GRR, NRR, and health metrics.

Responsibilities

• Lead a global CS team across regions and product lines; drive performance and succession planning.
• Own GRR, NRR and customer health targets; report progress to executives.
• Develop and execute global cross-product CS strategies for scale.
• Serve as a senior partner post-implementation to ensure retention and engagement.
• Drive loyalty through scalable programs and playbooks; optimize renewals.

Skills

Leadership

Customer Success

SaaS knowledge

Cross-functional collaboration

Strategic planning

Job description

Prophix is seeking a Director of Customer Success to lead a global team across regions and product lines. You will own retention, growth targets, and customer health metrics, shaping global CS strategy and partnering with executives to deliver outcomes.

This role emphasizes people-first leadership and cross-functional collaboration to scale customer relationships worldwide. You will drive renewal strategies, customer adoption, and AI-enabled initiatives to elevate the customer experience while