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…