Director, Customer Success

Prophix; Greater London; Hybrid; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid working with flexible hours

Total Wellness Benefit

Professional development support

Job summary

Prophix seeks a Director of Customer Success to lead a high-performing, global CS organization across regions and product lines. You will own retention metrics, guide cross‑product CS strategies, and partner with executive stakeholders to drive value and scalable growth post-implementation.

You will drive customer loyalty, coach managers and team leads, and coordinate with Product, Sales, and Revenue Ops to advance renewal strategies and adoption at scale.

Qualifications

• 7+ years of progressively senior leadership experience in Customer Success, Customer Support, or Client Engagement within a SaaS or technology company.
• Demonstrated ownership of GRR, NRR, and customer health metrics, with a track record of meeting or exceeding retention targets.
• Proven experience building and executing global or multi-regional CS strategies across products or segments.
• Strong people leadership, mentoring, and organizational development at a managerial level.
• Experience working cross-functionally with Product, Services, and Sales to drive customer value.
• Strong analytical, financial, and renewal forecasting skills.
• Exceptional communication and ability to influence C-suite executives.

Responsibilities

• Lead a global Customer Success team across regions and product lines with accountability for performance and succession planning.
• Own and drive GRR, NRR, and customer health targets, reporting progress to executives.
• Develop global cross-product CS strategies that scale across regions and product lines.
• Serve as a senior partner to customers post-implementation to ensure retention and engagement.
• Drive loyalty and adoption with scalable programs and playbooks across a distributed team.
• Support end-to-end renewal processes including approvals and deal strategies.
• Collaborate with Product, Product Adoption, PS, Sales, and Revenue Ops to strengthen the customer journey.

Skills

Leadership

GRR/NRR

Multi-region strategy

Cross-functional

Renewal forecasting

Executive communication

English & French

Tools

CRM tools

CS platforms

AI tools

Job description

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 Director, Customer Success, you will lead a high-performing team of CS Managers, Team Leads, and CSRs across regions and product lines, ensuring Prophix customers achieve lasting value and measurable success with their solutions. Reporting to the VP, Customer Success, you will own retention and growth targets, shape global customer success strategy, and serve as a trusted senior partner to customers and executive stakeholders alike. This is a people-first leadership role at the intersection of commercial outcomes, customer experience, and cross-functional collaboration — with real influence over how Prophix scales its customer relationships globally.

What You Will Do

• Lead a global Customer Success team, managing CS managers, representatives, and team leads 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

• Proficient in English and French.
• 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 clear track record of meeting or exceeding commercial retention targets.
• Proven 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.
• Experience working cross‑functionally with Product, Professional Services, and Sales to deliver customer value and influence the customer journey.
• Strong financial, analytical, and operational skills, including experience in renewal management and forecasting.
• Exceptional communication and relationship management skills, with demonstrated ability to engage and influence C‑suite executives and senior customer stakeholders.
• Solid problem‑solving and project management capabilities in complex, fast‑paced, global environments.
• Must be legally entitled to work in the country where the role is posted; must hold a valid passport and be able to travel to the United States, Canada, and/or internationally as required.
• 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.
• Proficiency in additional languages is a strong asset.
• Exposure to AI‑powered customer engagement tools or experience driving technology‑led efficiency initiatives within a CS function.
• Experience operating within a high‑growth or scaling SaaS environment with a global customer base.

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 as part of a genuinely global team with colleagues across Europe, North America, and Australia who bring different perspectives and work on shared problems. You’ll build breadth: cross functional experience, international exposure, and direct access to customers in a range of industries. We invest in learning and development, support flexible and hybrid working, and give people real ownership from day one. Our values are Pursue Excellence, Build with Purpose, Create Wins for All, and Drive Continuous Innovation. These shape how we work, not just what we say.

What’s Included for You?

• Hybrid set-up from with flexible working hours
• A comprehensive benefit package dependent on location
• Total Wellness Benefit
• Professional development support and financial assistance for learning
• 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

Equal Opportunities & Inclusion

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.