Customer Success & Impact Executive

Permanent | Reporting to Customer Success Lead

Today, more than ever, customers need an ally to help them cut through the greenwash. Provenance is a platform that validates and amplifies sustainability credentials for consumer packaged goods, so that customers can make sustainable choices at checkout. 300+ leading CPG businesses are using Provenance to communicate their sustainability credentials, including Unilever, Estee Lauder, Princes, Arla, Holland & Barrett, THG, Amika, BELU, L’Occitane, The NueCo, Weleda and more.

This is an exciting and rare opportunity to join a rapidly growing SaaS startup creating systemic change in the world. Provenance is enabling transparency on the social and environmental impact of consumer products, and we’re looking for a great mission-aligned, forward-thinking and proactive Customer Success and Impact Executive to help us rapidly scale the number of brands that use Provenance to validate and amplify their green claims. 

We are scaling the business from hundreds of brand and retail customers - to thousands! This means Provenance will be served up to millions of shoppers who want to shop in line with their values. Working closely with the Customer Success, Product and Commercial teams, you will have the opportunity to define, build and deliver the growth marketing plan for our global universe of brands.

RESPONSIBILITIES

• Brand onboarding 
  • Deliver 1-many engagements to support brands through the sustainability claims setup process
  • Manage the customer inbox, answering or redirecting queries where necessary
  • Integrity lead on enterprise accounts onboarding, including conducting further research where required
  • Contribute to the production of content and materials that nurture the onboarding journey when relevant
• Community management 
  • Handling tickets that come through customer-facing inboxes and escalate to the wider customer success and product teams where necessary
  • Provenance Framework updates - work with customer success & integrity to roll out plans for necessary updates, including identifying affected customers and leading the communication with impacted customers 
  • Integrity newsletters - create content and work with the wider team to produce quarterly Framework summary updates
• Integrity processes 
  • Responsible for handling the claim approval queue within the appointed timelines, reviewing claims, giving feedback to customers and escalating cases internally where necessary, 
  • First point of call for complex sustainability claims and evidence cases with customers, including conducting further research where required, presenting summarised findings back to the team to support decision-making. 
  • Support the certification renewal process - implement a process to manage certification renewals with brands, working with the product team to automate as much as possible
  • Feed customer insights into the Framework roadmap to support prioritisation 
• Product support
  • Provide customer data management support where necessary: setting up accounts, troubleshooting discrepancies and working with customer success & product on resolutions, sharing learning and insights with the product team to improve processes

The Provenance Framework is a data standard comprised of sustainability claims and certifications, continuously developed with internationally recognised partner organisations to meet evolving standards and regulatory requirements. Businesses can use the Framework to make compliant social and environmental claims with confidence.

Requirements

ABOUT YOU

• You’re a self-starter and a creative problem solver 
• You’re good with data and spotting anomalies 
• You push your ideas forward and enjoy trying alternative approaches or setting up new processes
• You have good knowledge of sustainability 
• You have some customer-facing experience
• You’re passionate about sustainability, social impact issues and “tech for good” with a desire to have a purposeful day job doing good for people and the planet

Benefits

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 and we pride ourselves on operating with integrity and making saving the world through system change fun!

We offer:

• Employee share option program (so you can own a piece of Provenance)
• 25 days holiday, plus bank holidays and a day off on your birthday
• 2 x days Slow Travel allowance - to encourage and reward more sustainable holiday travel
• 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
• Regular team workshops, demos, lunch and learn sessions, and not-to-be-missed socials (from escape rooms and scavenger hunts to terrarium workshops)
• Cycle to Work scheme
• Workplace pension (Statutory - 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 are proud to be a Certified B-Corp and a 2023 Escape the City Top 100 winner, and we’re always looking at ways to foster a collaborative and sociable environment for the team in and outside of work. Read more on our mission here.

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 a cover letter through Workable. We look forward to hearing from you!

Salary range: £30k-32k base salary depending on experience