Vice President, Customer Success

Prophix; Toronto; On-site; CAD 150,000 - 250,000; Full time

Job summary

Prophix is seeking a Vice President of Customer Success to lead its global team, focusing on customer engagement, retention strategies, and cross-functional collaboration. This role requires strong leadership skills, extensive experience in B2B SaaS environments, and a deep understanding of customer success metrics.

Benefits

Highly competitive compensation

Comprehensive vacation and benefits packages

Volunteering opportunities with paid time off

Community engagement through CSR initiatives

Qualifications

• 10+ years in Customer Success, Renewals, or Post-Sales in B2B SaaS.
• Experience leading global Customer Success teams at scale ($100M+ ARR).
• Expertise in Net Revenue Retention (NRR) and customer health models.

Responsibilities

• Define and execute a global Customer Success strategy aligned to revenue retention.
• Build and lead a globally distributed Customer Success organization.
• Maximize platform value realization through health scoring and customer feedback.

Skills

Team Leadership

Customer Success Strategy

Data-Driven Decision-Making

Cross-Functional Collaboration

Customer Empathy

Job description

Prophix is a fast-growing global leader in financial performance management. Ambitious finance teams use Prophix One, our Financial Performance Platform, to improve the speed and accuracy of their decision-making with a harmonized user experience, stepping confidently into the next generation of finance.

Headquartered in Etobicoke, Ontario with offices in 16 cities, we work with a global network of partners across North America, South America, the UK, Europe, and Asia to serve thousands of finance leaders across nearly one hundred countries. Learn more about our offices here.

Reporting to the Chief Customer Value Officer (CCVO), the Vice President, Customer Success leads Prophix’s global Customer Success function. This executive is responsible for scaling a high-performing team, delivering consistent value outcomes, embedding renewals into the CS strategy, and driving platform adoption, customer health, and growth.

What You Will Do

Customer Success Strategy & Execution

• Define and execute a global Customer Success strategy aligned to Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Logo Retention, and account expansion goals.
• Implement scalable, segment-specific playbooks for customer lifecycle management across strategic and scaled accounts.
• Build a scalable CS Operations foundation, championing data-driven decision-making and continuous improvement.
• Maximize platform value realization by driving health scoring models incorporating adoption, usage, CSAT/NPS, and predictive churn indicators.
• Track and improve Time to Value (TTV) and Customer Lifetime Value (CLV) across the portfolio.
• Close feedback loops with Product, Enablement, and Support to improve customer outcomes.
• Lead the proactive renewal strategy embedded within Customer Success, achieving ≥ 95% renewal forecast accuracy.
• Drive early risk identification, value communication, and seamless renewal execution aligned to business value milestones.
• Track renewal metrics such as renewal rates, at-risk account intervention rates, and forecast accuracy.

Cross-functional Collaboration

• Partner closely with Sales, Professional Services, Product, and Marketing to ensure end-to-end customer success and expansion.
• Align customer feedback initiatives to influence product roadmaps and service improvements.
• Champion cross-functional customer storytelling and advocacy efforts.

Operational Excellence

• Build and lead a globally distributed Customer Success organization, segmented by ARR and strategic importance.
• Leverage Customer Success platforms, AI-driven insights, and technology to drive proactive engagement and efficiency.
• Standardize CSM enablement and certification processes, tied to adoption of success frameworks.

Leadership & Culture

Foster a high-performance, inclusive, learning-oriented team culture.

Build internal succession pipelines through DEI-aligned development programs.

Represent the voice of the customer and the Customer Success team at the executive level.

What You Will Bring

To succeed in this role, you will need a combination of experience, technology skills, personal qualities, and education.

Required Qualifications

• 10+ years of Customer Success, Renewals, or Post-Sales leadership in a B2B SaaS environment.
• Proven success leading global Customer Success teams at scale (ideally $100M+ ARR).
• Deep expertise driving Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and operationalizing customer health models.
• Strong record of partnership with Sales, Renewals, Product, and Support organizations.
• Must be legally entitled to work in the country where the role is located. Must be able to travel to the United States, Canada and/or internationally, and have a valid passport.

Preferred Qualifications

• Strategic thinker and builder with strong operational rigor.
• Data-driven decision-maker with customer empathy at the core.
• Inspirational people leader with a bias for action and accountability.
• Effective cross-functional influencer and communicator.
• Collaborative, low ego, and impact-driven.
• Highly ethical, transparent, and committed to customer success.
• Champion of diversity, equity, inclusion, and belonging in team building and customer advocacy.

A solid foundation - and a bright future

Prophix has been a pioneer in finance technology for 35 years and counting. And to further our mission and vision, we’re proud to work with our investors, Hg Capital, to grow our business and expand our market share.

Community, culture, and purpose

Phixers (the extraordinary team at Prophix) pursue excellence by creating wins for all, driving continuous innovation, and building purposeful solutions for our customers and partners.

We reward hard work, but we also know that life outside of work is vital. That’s why we provide highly competitive compensation, vacation, and benefits packages, and encourage you to get involved in our many charitable, sports, or knowledge clubs and seasonal celebrations.

Through our Corporate Social Responsibility (CSR) program, we aim to create a lasting impact on the global community with meaningful programs and initiatives. Participate in fundraising activities and get paid to volunteer for causes that matter to you. Our CSR committee also collaborates with local and international charities to donate $50,000 to deserving projects each quarter we meet our profit goals.

Prophix promotes a diverse, inclusive, and accessible workplace. If you feel like you are a great fit for this role, please apply. While we can’t guarantee an interview, we will consider the full breadth of your experience and background.

At Prophix, we are committed to creating a working environment that is barrier-free. Please advise our Recruitment team if you require reasonable accommodation during the interview and assessment process, and we will work with you to meet your needs.