Responsibilities
- Oversee a worldwide Customer Success organization, including managers, team leads, and CSMs across multiple regions and product lines, ensuring team performance, development, and succession planning.
- Take ownership of Gross Revenue Retention, Net Revenue Retention, and customer health score targets for the entire portfolio, and report progress and insights to executive leadership.
- Design and implement global, cross-product customer success strategies that scale across segments, regions, and the company's evolving product suite.
- Act as a senior-level partner to customers after implementation, ensuring positive experiences and holding the team accountable for retention, satisfaction, and engagement goals.
- Boost customer loyalty and adoption by creating scalable programs, playbooks, and processes that enable consistent execution across a distributed team.
- Support the complete renewal process, including approvals, deal strategies, and team coaching.
- Collaborate with other teams to improve operational efficiency and customer experience using tools, technologies, and data-driven strategies, including AI-powered solutions and customer management platforms, to enable smarter and more proactive customer engagement at scale.
- Work cross-functionally with Product, Product Adoption, Professional Services, Sales, and Revenue Operations to enhance the customer journey and align on shared commercial outcomes.
- Partner with the customer sales team to strategize on growth opportunities, support joint customer visits and strategic meetings, and coordinate joint enablement initiatives.
- Lead and develop a high-performing, people-first team by coaching managers and team leads, enabling career growth, and building organizational depth.
- Establish and track key performance metrics, including Gross Revenue Retention, Net Revenue Retention, health scores, Net Promoter Score, 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 affect retention.
Benefits
- 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 initiatives
- Quarterly Town Halls and Kickoffs that bring teams together to celebrate wins, share updates, and look ahead
Work Arrangement
Remote (Worldwide) — Greater Toronto Area, North America, Europe, Australia
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.
Why Join Prophix?
Prophix is headquartered in the GTA, so joining our team puts you close to where decisions are made, strategy is set, and careers are built. You’ll collaborate across North America, Europe, and Australia, developing breadth you simply can’t get at a single market company. Our people move across functions, work directly with customers in different industries, and take on meaningful challenges early. We’re a company that competes on talent. That means we invest in the people who show up curious, move fast, and want to leave things better than they found them. Our values are Pursue Excellence, Build with Purpose, Create Wins for All, and Drive Continuous Innovation, and they guide how we actually make decisions.
Accessibility & AI Transparency
Prophix promotes an accessible hiring process. If you need accommodation at any stage, we’ll work with you. Some interviews may be recorded so our hiring team can review and assess responses fairly and consistently. As part of our commitment to Responsible AI, we use a small number of AI-supported tools to help with tasks like resume review, shortlisting, or creating interview summaries. AI is never used as the sole basis for hiring decisions, and your personal data is never used to train AI models. If you'd prefer not to take part in any AI-assisted step, just let us know and we’ll be happy to accommodate
Other
- Must be legally entitled to work in Canada.
- Able to travel to the United States, Canada, and/or internationally with a valid passport.
- Bilingualism in English and French is considered an asset.
- Some interviews may be recorded for fair and consistent assessment.
- AI-supported tools used for resume review, shortlisting, or creating interview summaries; candidates can opt out.
