- Location
- London, England, United Kingdom · published
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Director
- Source
- Workable
Description
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 with deep UK roots 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.
As Director, Customer Success, you will lead a high-performing team of CS Managers, Team Leads, and CSRs across regions and product lines, ensuring Prophix customers achieve lasting value and measurable success with their solutions. Reporting to the VP, Customer Success, you will own retention and growth targets, shape global customer success strategy, and serve as a trusted senior partner to customers and executive stakeholders alike. This is a people-first leadership role at the intersection of commercial outcomes, customer experience, and cross-functional collaboration — with real influence over how Prophix scales its customer relationships globally.
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.