Director, Customer Success

Prophix; Canada; Hybrid; CAD 175,000 - 200,000; Full time

Benefits offered by this job

Health, dental, vision

Retirement plan

Parental leave

Wellness allowance

Paid time off

Education assistance

Community events

ESG initiatives

Town Halls & Kickoffs

Job summary

Prophix is seeking a Director, Customer Success to lead a global CS team focused on retention and growth. You will report to the VP, Customer Success and shape strategies across regions and product lines, driving GRR and NRR while building lasting customer relationships.

You’ll partner with Product, Sales, and Professional Services to scale playbooks, oversee renewals, and leverage AI-powered tools to enhance the customer experience. Must be eligible to work in Canada and travel as needed.

Qualifications

• 7+ years of progressively senior leadership experience in Customer Success, Customer Support, or Client Engagement within a SaaS or technology company.
• Experience owning GRR, NRR, and customer health metrics with revenue retention targets.
• Proven cross-functional collaboration with Product, Professional Services, and Sales.
• Strong financial, analytical, and renewal forecasting capabilities.
• Excellent executive relationship management with C-suite stakeholders.
• Willingness to travel internationally and domestically as needed.

Responsibilities

• Lead a global Customer Success team, managing CS managers, team leads, and CSMs across regions and product lines.
• Own and drive GRR, NRR, and health score targets across the portfolio.
• Develop global, cross-product customer success strategies that scale across regions.
• Serve as a senior-level partner post-implementation, ensuring retention and engagement targets.
• Drive loyalty through scalable programs, playbooks, and processes.
• Oversee renewals, deal strategies, and team coaching.
• Collaborate with Product, Sales, and Revenue Ops to improve the customer journey.
• Coordinate joint enablement with cross-functional teams.
• Foster career growth and succession planning within the team.
• Track KPIs and report progress to senior leadership.

Skills

Leadership

Customer success

Renewal management

Cross-functional collaboration

Executive relationships

Strategic thinking

Analytical skills

Forecasting

Travel flexibility

Tools

CRM tools

AI tools

Customer success platforms

Job description

See what you can do with Prophix

At Prophix, we’re building the platform that helps finance teams stop managing spreadsheets and start driving strategy. Prophix One™ brings planning, reporting, consolidation, and automation together in a single place, and we are expanding its AI capabilities faster than ever. If you want to work on a product that genuinely changes how finance teams operate, and do it alongside people who care about getting it right, this is where you want to be.

We’re headquartered in the Greater Toronto Area, with teams and offices across North America, Europe, 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 Director, Customer Success, you will lead a high-performing CS team focused on helping Prophix customers unlock measurable value from their solutions. Reporting to the VP, Customer Success, you will own retention and growth outcomes across the full customer portfolio while serving as a trusted partner to senior leaders internally and externally. Your leadership will directly shape how Prophix scales its customer success function, builds lasting customer relationships, and drives commercial results across regions and product lines.

What You Will Do

• Lead a global Customer Success team, managing CS managers, team leads, and CSMs across region(s) and product lines, with accountability for team performance, development, and succession planning.


• Own and drive Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and customer health score targets across the full portfolio, reporting progress and insights to executive leadership.


• Develop and execute global, cross-product customer success strategies that scale across segments, regions, and Prophix's evolving product suite.


• Serve as a senior-level partner to customers post-implementation, ensuring positive experiences and holding the team accountable to retention, satisfaction, and engagement targets.


• Drive customer loyalty and adoption by building scalable programs, playbooks, and processes that enable consistent execution across a distributed team.


• Support the end-to-end renewal process, including approvals, deal strategies and team coaching.


• Work closely with other teams to drive operational efficiency and an elevated customer experience by leveraging tools, technologies, and data-driven strategies — including AI-powered solutions and customer management platforms — to enable the team to work smarter and engage customers more proactively at scale.


• Partner cross-functionally with Product, Product Adoption, Professional Services, Sales, and Revenue Operations to strengthen the customer journey and align on shared commercial outcomes.


• Work closely with the customer sales team to strategize on growth opportunities, support joint customer on sites and strategic meetings, and coordinate joint enablement initiatives.


• Lead and develop a high-performing, people-first team — coaching managers and team leads, enabling career growth, and building organizational depth.


• Establish and track key performance metrics — including GRR, NRR, health scores, NPS, and adoption — with regular reporting to senior leadership.


• Manage customer escalations and serve as a sponsor for strategic accounts.


• Identify risks, trends, and opportunities across the global portfolio, driving continuous improvement and proactively addressing challenges before they impact retention.

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

• 7+ years of progressively senior leadership experience in Customer Success, Customer Support, or Client Engagement within a SaaS or technology company, including direct experience managing managers or team leads.


• Demonstrated ownership of GRR, NRR, and customer health metrics, with a proven track record of meeting or exceeding commercial retention targets.


• Experience building and executing global or multi-regional customer success strategies across multiple products or customer segments.


• Strong people leadership background, including coaching, performance management, and organizational development at a managerial level.


• Proven cross-functional collaboration with Product, Professional Services, and Sales teams to deliver customer value and influence the customer journey.


• Strong financial, analytical, and operational skills, with hands‑on experience in renewal management and forecasting.


• Exceptional communication and executive relationship management skills, with demonstrated ability to partner effectively with C‑suite stakeholders and customer leadership.


• Strong problem‑solving and project management capabilities in complex, fast‑paced, global environments.


• Must be legally entitled to work in Canada and able to travel to the United States, Canada, and/or internationally with a valid passport.


• Comfortable using AI tools responsibly to support tasks such as research, drafting, and data review.


• Able to learn new tools and adapt as technology and workflows evolve.


• Curious, open to new approaches, and motivated to continuously improve.


• Collaborative mindset when working across teams and with AI supported tooling.

Preferred Qualifications

• Experience in Corporate Performance Management (CPM), Business Intelligence (BI), or SaaS software markets.


• Familiarity with customer support analytics, CRM tools, and customer success platforms.


• Bilingualism in English and French, or proficiency in additional languages, is considered an asset.


• Exposure to AI-powered customer engagement tools and data-driven success program design.


• Experience operating within a high-growth, multi-product SaaS environment with globally distributed teams.

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?

Prophix is headquartered in the GTA, so joining our team puts you close to where decisions are made, strategy is set, and careers are built. You’ll collaborate across North America, Europe, and Australia, developing breadth you simply can’t get at a single market company. Our people move across functions, work directly with customers in different industries, and take on meaningful challenges early. We’re a company that competes on talent. That means we invest in the people who show up curious, move fast, and want to leave things better than they found them. Our values are Pursue Excellence, Build with Purpose, Create Wins for All, and Drive Continuous Innovation, and they guide how we actually make decisions.

Compensation

The total target compensation for this role is $175,000 CAD to $200,000 CAD, in accordance with applicable pay transparency laws. Actual compensation will be determined based on factors such as skills, experience, location, and internal equity.

What’s Included for You?

• Comprehensive health, dental, vision, and mental‑health coverage


• Retirement savings with employer contributions


• Parental leave top‑up


• Annual wellness allowance


• Generous paid time off including vacation and sick time


• Education assistance and tuition reimbursement


• 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

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