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Digital Customer Success Lead

2 hours, 9 minutes ago
Canada
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Apply Now
Prophix

Prophix

Prophix is a global leader in corporate performance management software, automating financial processes to enhance business visibility and profitability worldwide.

Internet Software & Services
251-1K
Founded 1987
$8M raised
View All Jobs 2

Description

  • Define and operationalize a global Digital Customer Success strategy aligned to retention, growth, and adoption goals.
  • Design scalable playbooks and digital adoption pathways across onboarding, adoption, renewal, and expansion stages.
  • Lead the rollout, iteration, and optimization of digital customer success programs.
  • Develop segment-specific strategies for lower-touch and higher-touch customer groups.
  • Partner with Product Adoption and Product teams to evolve and scale the Value Management Framework.
  • Embed value articulation, success planning, and ROI tracking into digital workflows and customer touchpoints.
  • Partner with Customer Sales to design digital cross-sell and upsell motions, playbooks, and in-product signals.
  • Coordinate pricing and packaging of the service catalogue and streamline lower-touch renewal processes.
  • Lead the development and curation of digital customer success content, including in-app guidance, automated communications, playbooks, and self-service resources.
  • Use customer success tools, data, and analytics to monitor health, identify risk and growth opportunities, and measure impact against KPIs.

Requirements

  • 5–8+ years of experience in Customer Success, Digital CS, Revenue Operations, or Account Sales, with B2B SaaS preferred.
  • Proven experience building and scaling digital or tech-touch customer success motions.
  • Strong understanding of customer success metrics such as adoption, retention, expansion, time to value, and health scoring.
  • Experience working cross-functionally with Product, Sales, and Operations teams.
  • Data-driven mindset with experience using customer success platforms.
  • Demonstrated ability to curate content and create effective customer engagement materials.
  • Comfortable working with senior executives, including CFOs, VPs, and finance staff, in a project environment.
  • Strong analytical skills with the ability to analyze data sets, identify customer insights, and address process gaps.
  • Comfort using AI tools responsibly for research, drafting, or data review.
  • Ability to learn new tools and adapt as technology evolves.
  • Curiosity, openness to new approaches, and a collaborative mindset.
  • Must be legally entitled to work in the country where the role is located.
  • Experience with AI-driven or automation-led customer engagement is preferred.
  • Background in segmentation, operating model design, or customer success transformation is preferred.
  • Experience supporting mid-market or SMB scale motions is preferred.
  • Strong program management, change leadership, organizational, and project management skills are preferred.
  • Academic or practical knowledge of accounting or financial concepts such as planning, budgeting, forecasting, or consolidation is preferred.
  • Post-secondary education in Marketing, Computing, Business, or Finance/Accounting is strongly preferred.

Benefits

  • Total target compensation of $90,000 CAD to $140,000 CAD.
  • 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.
  • Flexible work arrangements depending on team needs and employee location.
  • Opportunities for professional growth, skill-building, and working with modern tools.

Interested in this position?

Apply directly on the company website

Apply Now

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