Global Head of Customer Success & Retention

Prophix; Brussel; Hybrid; EUR 110,000 - 190,000; Full time

Benefits offered by this job

Hybrid work

Benefit package

Total wellness benefit

Professional development

Job summary

Prophix is seeking a Director, Customer Success to lead a global team of CS Managers, Team Leads, and CSRs. You will own retention and growth targets and shape the global CS strategy, partnering with executives to ensure lasting value for customers.

This role emphasizes collaboration across Product, Professional Services, Sales, and Revenue Operations, leveraging data-driven insights and AI-enabled tools to scale customer success and improve renewal outcomes worldwide.

Qualifications

• 7+ years of progressively senior leadership experience in Customer Success within a SaaS or technology company.
• Proven ownership of GRR, NRR, and customer health metrics with a track record of meeting or exceeding retention targets.
• Experience building global or multi-regional CS strategies across multiple products or customer segments.

Responsibilities

• Lead a global Customer Success team across regions and product lines.
• Own GRR, NRR, and health metrics with executive reporting.
• Develop scalable, cross-product CS strategies for global success.
• Post-implementation partner to customers, focusing on retention and satisfaction.
• Drive loyalty and adoption with scalable programs and playbooks.
• Collaborate with Product, Sales, and Services to align customer outcomes.

Skills

Leadership

Customer Success

Renewal metrics

Cross-functional collaboration

Strategic planning

Tools

CRM tools

Customer success platforms

Job description

Prophix is seeking a Director, Customer Success to lead a global team of CS Managers, Team Leads, and CSRs. You will own retention and growth targets and shape the global CS strategy, partnering with executives to ensure lasting value for customers.

This role emphasizes collaboration across Product, Professional Services, Sales, and Revenue Operations, leveraging data-driven insights and AI-enabled tools to scale customer success and improve renewal outcomes worldwide.