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 own retention and growth across Prophix's full customer portfolio: the strategy behind it, the team that runs it, and the GRR, NRR, and health score numbers that prove it's working. You'll lead a team of CS managers, team leads, and CSMs across regions and product lines, building the playbooks and processes that let them execute consistently instead of reinventing the approach account by account. Reporting to the VP, Customer Success, you'll also be the person senior leaders (internal and external) turn to when a strategic account or a cross-functional decision needs a steady hand.

What You Will Do

Own the Customer Success Strategy

· Develop and execute a global, cross-product Customer Success strategy that scales across segments, regions, and Prophix’s evolving product suite

· Own Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and customer health score targets across the full portfolio, reporting progress and insights to executive leadership

· Identify risks, trends, and opportunities across the global portfolio, driving continuous improvement and getting ahead of challenges before they hit retention

Lead and Grow the Team

· Lead a global Customer Success team, managing CS managers, team leads, and CSMs across regions and product lines, with accountability for performance, development, and succession planning

· Coach managers and team leads directly, building organizational depth and real paths for career growth

· Build scalable programs, playbooks, and processes that let a distributed team execute consistently, not just your strongest people

Drive Retention, Renewals, and Growth

· Own the end-to-end renewal process (approvals, deal strategy, and team coaching) to protect and grow the book

· Work with the Sales team on growth opportunities, joint customer on-sites, and strategic meetings, coordinating enablement so both teams show up aligned

· Serve as a senior-level partner to customers post-implementation, and personally sponsor and resolve escalations on strategic accounts

Partner Across the Business

· Partner cross-functionally with Product, Product Adoption, Professional Services, Sales, and Revenue Operations to strengthen the customer journey and align on shared commercial outcomes

· Use data-driven tools and technologies, including AI-powered solutions and customer success platforms, to help the team work smarter and engage customers more proactively at scale

Requirements

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

· 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 proven track record of meeting or exceeding commercial retention targets.

· Experience owning and managing a book of revenue business or scaling a book of business - over $50M.

· 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.

· Proven cross-functional collaboration with Product, Professional Services, and Sales teams to deliver customer value and influence the customer journey.

· Strong financial, analytical, and operational skills, with hands-on experience in renewal management and forecasting.

· Exceptional communication and executive relationship management skills, with demonstrated ability to partner effectively with C-suite stakeholders and customer leadership.

· Strong problem-solving and project management capabilities in complex, fast-paced, global environments.

· Must be legally entitled to work in Canada and able to travel to the United States, Canada, and/or internationally with a valid passport.

· Comfortable using AI tools to support day-to-day work (research, drafting, data review, and customer engagement) and quick to pick up new tools as they evolve

· Naturally curious and collaborative, with a habit of looking for a better way to do things, including how your team works 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.

· Bilingualism in English and French, or proficiency in additional languages, is considered an asset.

What Success Looks Like

30 days: You know the book, the portfolio, the team, and where GRR, NRR, and health scores actually stand right now well enough to see where the real risk sits, not just who's on your team.

90 days: You've got a strategy and a team actually running on it: a CS plan validated with Product, Professional Services, and Sales, renewal and escalation processes you trust, and every manager on your team clear on what they own.

6 months: You've measurably moved retention or expansion on at least one part of the portfolio, and you're the person the business pulls into the room when a strategic account or a cross-functional decision is on the line.

Benefits

Why Join Prophix?

Prophix is headquartered in the GTA, so joining our team puts you close to where decisions are made, strategy is set, and careers are built. You’ll collaborate across North America, Europe, and Australia, developing breadth you simply can’t get at a single market company. Our people move across functions, work directly with customers in different industries, and take on meaningful challenges early. We’re a company that competes on talent. That means we invest in the people who show up curious, move fast, and want to leave things better than they found them. Our values are Pursue Excellence, Build with Purpose, Create Wins for All, and Drive Continuous Innovation, and they guide how we actually make decisions.

Compensation

The total target compensation for this role is $175,000 CAD to $200,000 CAD, in accordance with applicable pay transparency laws. Actual compensation will be determined based on factors such as skills, experience, location, and internal equity.

What’s Included for You?

Comprehensive health, dental, vision, and mental-health coverage

Retirement savings with employer contributions

Parental leave top-up

Annual wellness allowance

Generous paid time off including vacation and sick time

Education assistance and tuition reimbursement

Social events, team activities, and opportunities to build community

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

Apply Now!

If you’re looking for a place where your work touches real products, real customers, and real decisions, and where your career can grow in the direction you choose. We would love to meet you. Apply and let’s talk about what’s possible.

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