Director, Customer Success

See What You Can Do With Prophix

Finance teams across 100+ countries use Prophix One™ to replace manual processes with intelligent planning, reporting, and automation. We are a globally connected team and we are growing. If you are looking for a role where your work reaches customers across industries and borders, and where the people around you are invested in doing great work, this is worth reading.

We have teams and offices across the UK, Europe, North America, 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.

What You Will Do

• Lead a global Customer Success team, managing CS managers, representatives, and team leads 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

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

• Proficient in English and French
• 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 clear track record of meeting or exceeding commercial retention targets
• Proven 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
• Experience working cross-functionally with Product, Professional Services, and Sales to deliver customer value and influence the customer journey
• Strong financial, analytical, and operational skills, including experience in renewal management and forecasting
• Exceptional communication and relationship management skills, with demonstrated ability to engage and influence C-suite executives and senior customer stakeholders
• Solid problem-solving and project management capabilities in complex, fast-paced, global environments
• Must be legally entitled to work in the country where the role is posted; must hold a valid passport and be able to travel to the United States, Canada, and/or internationally as required
• 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