Director of Customer Success

Position: Director of Customer Success at Prophix
Shape the future at Prophix as the Director of Customer Success, leading a global team from the Greater Toronto Area. This role focuses on driving customer retention and engagement while utilizing innovative strategies for measurable value.

In this senior leadership role, you will oversee a high-performing Customer Success team responsible for key metrics like Gross Revenue Retention and Net Revenue Retention. You will implement scalable success strategies across regions and product lines, ensuring that Prophix customers maximize their solutions. By cultivating strong relationships with internal and external partners, you will support operational efficiency and enhance the overall customer journey.

Key Responsibilities:

• Lead a global Customer Success team with comprehensive accountability

• Own Gross Revenue and Net Revenue Retention targets

• Develop cross-product strategies for customer success

• Oversee the end-to-end renewal process

• Manage customer escalations and strategic accounts

Requirements:

• 7+ years in senior leadership roles in Customer Success

• Proven track record of meeting retention metrics

• Experience in executing global customer success strategies

• Strong people leadership and coaching capabilities

• Exceptional relationship management skills

Drive customer retention and satisfaction at Prophix while leading a dedicated team.
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