Director, Customer Success

About Prophix

Prophix is developing a cutting-edge platform designed to transform how finance teams operate, moving them away from cumbersome spreadsheet management to strategic planning. Prophix One™ integrates planning, reporting, consolidation, and automation in a unified solution, with rapidly expanding AI capabilities. Trusted by over 3,000 finance teams globally across more than 100 countries, Prophix One™ supports organizations aiming for smarter plans and faster execution. The company is headquartered in the Greater Toronto Area with teams and offices throughout North America, Europe, and Australia.

Role Overview

The Director, Customer Success, will lead an accomplished global team to maximize customer value and retention. Reporting to the VP of Customer Success, this role is accountable for managing customer retention and growth performance across the entire customer portfolio and fostering trusted internal and external senior-level relationships. The Director will influence the scaling of the customer success function, build lasting partnerships, and promote commercial outcomes across various regions and product lines.

Key Responsibilities

• Lead a worldwide Customer Success team including managers, team leads, and CSMs, overseeing team performance, growth, and succession planning.
• Be accountable for driving Gross Revenue Retention, Net Revenue Retention, and customer health score benchmarks throughout the portfolio, with regular executive updates.
• Design and implement global, cross-product customer success strategies adaptable across multiple segments and areas.
• Act as a senior liaison with customers post-implementation to guarantee satisfaction, retention, and engagement targets are met.
• Boost customer loyalty and solution adoption by creating scalable programs, playbooks, and processes for consistent execution across distributed teams.
• Support and guide the renewal process including approvals, deal strategies, and coaching.
• Collaborate with different teams to enhance operational efficiency and customer experience through advanced tools, AI-driven technologies, and data-centric tactics.
• Partner with Product, Product Adoption, Professional Services, Sales, and Revenue Operations teams to enhance the customer journey and align commercial goals.
• Work closely with sales teams to identify growth prospects, participate in strategic visits, and coordinate joint enablement activities.
• Champion the development of a people-first high-performing team through coaching and career growth facilitation.
• Create and monitor key performance indicators including retention metrics, health scores, NPS, and adoption rates, reporting to senior leaders.
• Handle complex customer escalations and serve as executive sponsor for strategic accounts.
• Detect risks, trends, and opportunities within the portfolio to continuously improve and address potential retention issues proactively.

Required Qualifications

• Minimum 7 years of progressive leadership in Customer Success, Support, or Client Engagement within SaaS or tech firms, including direct oversight of managers or leads.
• Proven ownership of retention metrics such as GRR, NRR, and customer health scores with track records meeting or exceeding targets.
• Experienced in creating and implementing global or multi-region customer success strategies across various products or market segments.
• Strong managerial skills in coaching, performance management and building organizational capability.
• Track record of effective cross-functional collaboration with Product, Professional Services, and Sales teams to deliver value.
• Solid financial and operational expertise in renewal management and forecasting.
• Outstanding communication skills coupled with the ability to engage C-suite and senior customer leaders.
• Proficient problem-solving and project management skills in dynamic, international contexts.
• Legal eligibility to work in Canada and readiness to travel across Canada, the US, and internationally with a valid passport.
• Competency in responsibly using AI tools for research, drafting, and data analysis tasks.
• Adaptability to new technologies and evolving workflows.
• Curiosity, openness to innovation, and commitment to ongoing improvement.
• A collaborative approach working across teams and with AI-augmented tools.

Preferred Qualifications

• Experience in Corporate Performance Management, Business Intelligence, or SaaS markets.
• Familiarity with customer support analytics, CRM, and customer success platforms.
• Knowledge of multiple languages, especially English and French bilingualism.
• Exposure to AI-driven customer engagement and data-informed success initiatives.
• Experience working in a fast-growing, multi-product SaaS environment with global teams.

Success Milestones

• Within 30 days: Gain complete knowledge of Prophix’s platform, customers, and team dynamics, contributing to ongoing projects.
• By 90 days: Independently manage deliverables end to end and build productive relationships across functions.
• By 6 months: Demonstrate tangible impact through process improvements, meaningful contributions, or decision-making influence.

Compensation & Benefits

The role offers a total target remuneration between 175,000 and 200,000 CAD annually, with exact pay depending on skills, experience, location, and internal factors.

• Comprehensive health, dental, vision, and mental health insurance.
• Employer-supported retirement savings plan.
• Parental leave enhancements.
• Annual wellness allowance.
• Generous paid leave including vacation and sick days.
• Educational assistance with tuition reimbursement.
• Community-building social events and team initiatives.
• Participation opportunities in Environmental, Social, and Governance programs.
• Quarterly company-wide meetings to celebrate victories and share strategic outlooks.

Additional Information

Prophix is dedicated to accessible hiring and will provide accommodations throughout the selection process. Some interviews may be recorded for fairness and transparency. AI tools are used responsibly to assist in resume screening and interview note-taking, without solely determining hiring decisions or training AI models. Candidates may opt out of AI-assisted steps upon request.