Digital Customer Success Manager

Job Description

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 customer insights and address process gaps
• Comfort using AI tools responsibly to support tasks such as research, drafting, or data review
• Ability to learn new tools and adapt as technology evolves
• Curiosity and openness to exploring new approaches
• Collaborative mindset when working with teams and technology
• Must be legally entitled to work in the country where this role is located

Preferred Qualifications

• Experience with AI-driven or automation-led customer engagement
• Background in segmentation, operating model design, or CS transformation
• Experience supporting mid-market or SMB scale motions
• Strong program management and change leadership skills
• Strong organizational and project management skills.
• Proven capability in collaboration and problem-solving within cross-functional teams
• Academic or practical knowledge of Accounting and/or Financial concepts (i.e. planning, budgeting, forecasting, or consolidation) is preferred.
• Ability to work independently and as part of a team
• Post-secondary education in Marketing, Computing, Business or Finance/Accounting strongly preferred

Benefits

What Success Looks Like

• 30 days: You understand our tools, product, and people
• Within 90 days: You work independently on meaningful tasks
• Within 6 months: You contribute ideas, improvements, and measurable impact

Why Join Prophix?

Prophix builds technology that helps organizations plan, forecast, and make better decisions through Prophix One™, our Financial Performance Platform. You’ll work with colleagues and customers across multiple regions, contribute to a platform used by thousands of organizations, and help advance our AI-enabled capabilities that support smarter, more human-centred work. You’ll also have opportunities to grow your skills, learn modern tools, and collaborate with leaders who value continuous improvement.

We offer flexibility depending on team needs and employee location, and our work is anchored in our values: Pursue Excellence, Build with Purpose, Create Wins for All, and Drive Continuous Innovation.

What’s Included for You?

• 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
• Social events, team activities, and opportunities to build community
• Opportunities to participate in Environmental, Social, and Governance (ESG) initiatives
• Quarterly Town Halls and Kickoffs that bring teams together to celebrate wins, share updates, and look ahead at what’s next

Compensation

The total compensation range for this role is $90,000 CAD to $140,000 CAD, in accordance with applicable pay transparency laws in Canada and the United States. Actual compensation will be determined based on factors such as skills, experience, location, and internal equity.

Apply Now!

If this feels like the right environment for you, we’d love to meet you and help you build your career as a Phixer!

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.