Job Specifications
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.
As Digital Customer Success Manager, 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.
What You Will Do
Digital Customer Success Strategy & Execution
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
Value Management & Adoption Framework
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
Revenue Enablement & Expansion Support
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
Digital Content & Experience Enablement
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
Customer Success Operating Model & Date Leadership
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
Cross-Functional Collaboration & Influence
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
Requirements
What You Will Bring
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 experience may be exactly what we need.
Required Qualifications
5-8+ years in Customer Success, Digital CS, Revenue Operations, or Account Sales (B2B SaaS preferred)
Proven experience building and scaling digital or tech-touch CS motions
Strong understanding of CS metrics: adoption, retention, expansion, TTV, health scoring
Experience working cross-functionally with Product, Sales, and Operations
Data-driven mindset with experience using CS platforms
Demonstrated ability in content curation and creative skills for generating effective customer engagement materials
Comfortable working in a project environment interacting with senior level executives including CFOs, VPs and other line finance staff
Strong analytical skills and ability to analyze data sets to drive
About the Company
Prophix helps finance teams lead from the center of the business. Prophix One, our Financial Performance Platform, connects planning, budgeting, forecasting, reporting, and consolidation in one seamless experience. Powered by AI, automation, and trusted data, we help you move faster, work smarter, and lead with confidence.
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