Head of Customer Success

Today, more than ever, customers need an ally to help them cut through the greenwash, so they can make sustainable choices at checkout.

Provenance is a platform that validates and amplifies sustainability credentials for consumer packaged goods. We enable businesses to be transparent about sustainability throughout the customer journey, so that they can realise their sustainability ambitions and future-proof their market share.

200+ leading CPG businesses are already using Provenance to communicate their sustainability credentials, including Cult Beauty, The Ordinary, The Nue Co, Shiseido, BELU, Arla and Napolina.

What’s the role?
We’re looking for a Head of Customer Success to join our ~30-person team and help deliver ongoing value for our global client base. You’ll be supporting us to scale the business from hundreds of brand and retail customers to thousands; collaborating with Product, Marketing and Growth on our development and commercial roadmaps; and acting as a key point of contact for our biggest customers including big brands and multi-brand retailers.

• Working Hours: Monday to Friday, 40 hours per week (exclusive of 1 hour daily lunch break). Flexible working hours between 8am - 7pm.
• Working Location: Hybrid. We encourage our team to come in 2-3 times per week and there is flexibility around this (our offices are near Kings Cross - 36-40 York Way, N1 9AB).
• Salary Range: £70,000-£90,000 + performance-based bonus

What you’ll be doing:

• Leading the Customer Success strategy and execution, ensuring customers get to dynamic, recurring value using Provenance software.
• Owning end-to-end account growth and retention through strategic account planning and execution, and leading quarterly business reviews.
• Managing a 4-person Customer Success team.
• Identifying areas for expansions within our existing customer base through upselling and cross-selling.
• Understanding our customers needs and feeding insights into the product process, working closely with the Product Lead to ensure the product most effectively delivers value to our customers.
• Developing and maintaining key processes to ensure scalable growth within Customer Success and internally organising the Provenance team to deliver the best possible service for our customers.

Requirements

What you will need:

• Experience in customer success roles at a senior level.
• You’ve managed complex stakeholder groups and led workshops with key decision-makers.
• A proven ability to navigate, influence and sell into various company sizes, from small to enterprise level.
• You can demonstrate excellent success metrics for high retention and upsells across your customers.
• Line management experience - you’ve led a team to successfully deliver on objectives while supporting them and their professional development.

Nice-to-haves

• Experience in consumer packaged goods and e-commerce.
• Worked in SaaS environments.
• Experience in start-ups (between late seed and Series C funding).

About you:

We’re looking for someone who is:

• Adaptable - with a talent for spotting and creating commercial opportunities.
• Passionate - about customer success, strategic & analytical whilst being customer-centric in everything you do.
• Able to influence and has good interpersonal skills - you’re great at building customer relationships.
• Interested in sustainability, social impact issues and "tech for good", with a desire to to have a purposeful day job doing good for people and the planet.

Benefits

Why work at Provenance?

A career at Provenance is an opportunity to help tackle some of our greatest global challenges every day.

We’re a small, open and creative team who prides themselves on operating with integrity and making saving the world through system change fun!

We are proud to be a Certified B-Corp and a 2023 Escape the City Top 100 winner, and always looking at ways to foster a collaborative and social environment for the team in and outside of work.

We offer:

• An employee share option program (so you can own a share of the company).
• 25 days holiday, plus bank holidays and a day off on your birthday.
• 2 x days Slow Travel allowance - to encourage and reward our team for using alternative methods of transport for their holidays which are lower in emissions than flying!
• Increasing annual leave for long-term service (starting from 2+ years).
• £1,000 annual learning and development budget to support your career growth (e.g. courses, conferences, workshops).
• Individual £50 per quarter wellbeing allowance to support your mental and physical health.
• Generous parental leave policy for both primary and secondary care-givers.
• Team workshops, demos and regular social events. We host quarterly socials, summer / winter parties, lunch and learn sessions, and more informal catch-ups in between. Recent socials have included an escape room, a scavenger hunt and a terrarium workshop.
• Cycle to Work scheme.
• Workplace pension (5% employee contribution, 3% employer).
• Flexible working options (location and times): We are a hybrid team, with an office in Kings Cross, London and team members based across the UK. We are well set up for collaborative remote and hybrid working as well as fun and productive quarterly in-office team days.

We believe in equal opportunities

It takes a diverse and inclusive community of passionate, talented and committed people to build a system to enable commerce to be a force for good. We’re an equal opportunity employer, so we welcome applications from people of all backgrounds, with different outlooks and experiences. ‍

To apply please submit your CV and answer our application questions. We look forward to hearing from you.