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.

What You Will Do
• 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.

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 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 responsibly to support tasks such as research, drafting, and data review
• Able to learn new tools and adapt as technology and workflows evolve.
• Curious, open to new approaches, and motivated to continuously improve.
• Collaborative mindset when working across teams and 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.
• Exposure to AI-powered customer engagement tools and data-driven success program design.
• Experience operating within a high-growth, multi-product SaaS environment with globally distributed teams.

What Success Looks Like

30 days: You know our platform, our customers, and how your team operates. You've completed onboarding and are contributing to live work.

90 days: You're working independently, owning deliverables end to end, and building relationships across functions and regions.

6 months: Your fingerprints are on something real. You've improved a process, shipped something meaningful, or earned a seat at the table on a decision that matters.

Benefits

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.

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.