Digital Customer Success Manager

See what you can do with Prophix

Prophix helps finance teams work with greater flexibility and confidence through Prophix One™, our Financial Performance Platform. We bring planning, reporting, and automation together so people can focus on higher-value work instead of repetitive tasks. As we introduce more AI-enabled capabilities, you will be part of a human-centered innovation journey where intelligent tools support better outcomes while people lead the decisions that matter.

We're headquartered in the Greater Toronto Area, with teams and offices across North America, Europe, and Australia.

you will be responsible for designing, launching, and scaling the Digital Customer Success strategy to support a growing customer base through automation, lifecycle programs, and data-driven engagement.

This is a high-impact, cross-functional role partnering closely with Customer Success Owners (CSOs), Sales, Professional Services, Product Adoption, Product Management, and the Chief AI Officer. You will define and operationalize how we deliver value at scale, reducing time to value, increasing adoption, maximizing ROI, and creating clear pathways for customer growth.

This role will be instrumental in evolving Customer Success into a hybrid, digital-first operating model.

Through effective leadership, this results-oriented individual will lead key strategic initiatives and programs, driving accountability, operational excellence, and results. Key objectives will be anchored around impacting GRR, NRR, ROI and User Adoption.

• Define and operationalize a Global Digital Customer Success strategy across all major products and segments, and aligned to core company retention, growth and adoption metrics. Partner with specific regions to localize as required.
• Design scalable playbooks and digital adoption pathways across key areas of the customer lifecycle, from onboarding to adoption, renewal and expansion.
• Lead the rollout, iteration, and optimization of digital CS programs.
• Develop fit-for-purpose strategies for core segments, from lower ACV/digital touch segments to higher-touch strategic segments.

• Partner with Product Adoption (PA) and Product teams to evolve, digitize, 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 service catalogue for customers.
• Streamline and automate renewal process for lower-touch segments.

• Lead and/partner in the development and curation of content supporting the Digital CS experience, including:
• In-app guidance
• Automated communications
• Playbooks and self-service resources
• Ensure content aligns to lifecycle stages and customer outcomes.

• Partner with other CS leaders & CS Ops to:
• Mature Customer Success operating model, including segmentation and engagement tiers, to improve adoption, identify growth opportunities and enable scale.
• Ensure consistent execution of the end-to-end Customer Journey, from pre-sales handoff through value realization and expansion.
• Leverage CS tools, data, and analytics to:
• Monitor customer health and lifecycle performance for specific digital programs
• Identify risk and growth opportunities within specific segments
• Measure impact against adoption, retention, and expansion KPIs
• Translate insights into future playbooks

• Act as a connector across Customer Success, Product, Marketing, Sales, and AI teams.
• Influence operational transformation through collaboration, data, and clear execution plans.
• Drive alignment around customer outcomes and scalable delivery.

If this role excites you but you don’t meet every requirement, we still encourage you to apply. At Prophix, curiosity, adaptability, and diverse perspectives matter. Your…