Global Director of Customer Success & Growth

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

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.