Director, Customer Success

About the role

As Director, Customer Success you will lead a high‑performing global team of managers, leads and representatives, ensuring Prophix customers achieve lasting value with the platform. Reporting to the VP of Customer Success, you will own retention and growth targets, shape global strategy and act as a senior partner to customers and executive stakeholders.

Key responsibilities

• Lead and develop a distributed Customer Success organization, overseeing performance, succession planning and career growth.
• Own Gross Revenue Retention (GRR), Net Revenue Retention (NRR) and health‑score targets, reporting insights to senior leadership.
• Design and execute global, cross‑product success strategies that scale across regions and customer segments.
• Partner with Product, Professional Services, Sales and Revenue Operations to improve the customer journey and drive commercial outcomes.
• Manage the end‑to‑end renewal process, including deal strategy, approvals and team coaching.

Required profile

• 7+ years of senior leadership experience in Customer Success, Support or Client Engagement within a SaaS or technology company.
• Proven track record of meeting or exceeding GRR, NRR and customer health metrics.
• Experience building and scaling global multi‑regional success programs across multiple products.
• Strong people‑leadership skills, including coaching, performance management and organizational development.
• Ability to engage and influence C‑suite executives and senior customer stakeholders.

Required skills

• Proficiency with CRM tools and customer success platforms.
• Experience using Corporate Performance Management (CPM) and Business Intelligence (BI) software.
• Familiarity with AI‑powered customer engagement tools.
• Fluent in English and French.

What we offer

• Hybrid work model with flexible hours.
• Comprehensive benefits package (wellness, professional development, ESG initiatives).
• Opportunities for international exposure and cross‑functional experience.
• Quarterly town halls and kick‑offs to celebrate wins and share updates.