Director, Customer Success

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.

• 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.

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.