Customer Success Manager

Join Provenance as a Customer Success Manager!

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 Manager to help us deliver ongoing value for our global client base. 

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 Lead and wider team, you will have the opportunity to build and deliver a Scaled Customer Success Program for our beauty brands community. You will also manage the relationship with a number of our strategic customers on a one-to-one basis.

What you'll be doing

• Delivering Customer Success at scale: working with the Customer Success Lead, develop and execute a robust program to ensure customers get dynamic, recurring value using the Provenance software, with a focus on one-to-many engagements.
• Advising customers on the commercial opportunity for transparency, engaging and influencing stakeholders across Sustainability, Brand, Marketing and Sourcing teams. 
• Regularly and proactively delivering insights, best practices and case studies, benchmarks, products updates.
• Helping customers articulate and measure the ROI they receive, and identify additional areas of potential value. 
• Partnering with the Customer Success Executive to enhance our Scaled Customer Onboarding & Enablement program.
• Managing renewals and upsells
• Developing high-trust relationships with your customers managed on a one-to-one basis, and ensure customers have a long term rollout strategy for Provenance in their organisation. 
• Working closely with customers and internal teams to drive account retention and growth, through strategic account planning and execution. 
• Providing visibility into the likelihood of an assigned customer’s renewal. Identify and work to resolve at-risk renewals.
• Deeply understanding our customers needs and feeding insights into the Product Development process, to ensure the software most effectively delivers ongoing value to our customers.
• Building customer advocates who will speak on behalf of Provenance as a reference and share success stories of using Provenance software.

What you will need

• Passion for sustainability, social impact issues and “tech for good” and a desire to have a purposeful day job doing good for people and the planet
• 2-4 years of SaaS experience in a customer management role, ideally with a focus on FMCG brands and/or e-commerce
• Passion for Customer Success, you’re strategic & analytical whilst being customer-centric in everything you do
• Experience delivering one-to-many strategies to drive customer engagement, ongoing value and product adoption (highly desirable)You’re great at building strong customer relationships, with stakeholders of all seniority levels
• You’re a self-starter and a creative problem solver. You push your ideas forward, and enjoy trying alternative approaches or setting up new processes
• Adaptability: you thrive in a fast-paced, fast-changing and sometimes ambiguous start-up environment
• Happy working as part of a team and as an individual
• Prior experience in sustainability is a huge plus. Beauty industry knowledge or interest will also be very beneficial

Why work at Provenance?

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

Provenance powers sustainability claims you can trust. As the global leader in sustainability marketing technology, we help brands and retailers share credible, compelling and fact-checked social and environmental impact information at the point of sale. Provenance’s technology is already increasing conversion rates, brand value and market share for customers including Cult Beauty, Douglas, GANNI, Napolina, Arla and Unilever. Our vision is a world where citizens can make informed buying decisions that positively impact both people and planet.

We’re a small, open and creative team with expertise in marketing, sustainability and technology and a shared goal to drive positive change for people and the planet. We pride ourselves on operating with integrity and making saving the world through system change fun! We really value and do our best to support our fantastic team.

We offer:

• Competitive salary commensurate with experience
• Employee share option program (so you can own a share of the company!)
• Workplace pension
• Flexible working options: We are a truly hybrid team, with an office in Kings Cross, London and team members based across the UK and Europe. We are well set up for collaborative remote working as well as fun and productive quarterly in-office team days. 
• 25 days holiday, plus bank holidays and a full day off on your birthday
• Wellbeing fund dedicated to your mental and physical health
• Generous parental leave policy for both primary and secondary care-givers
• Learning and development budget to support your career growth (e.g. courses, conferences, workshops)
• Team workshops, demos and regular social events
• You will love what you do – waking up every day solving one of the biggest social problems of our generation
• Committed team members with broad experience who share a common passion to build a world class business

We are proudly Certified B-Corp and an Escape the City Top 100 winner. 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 Cover Letter. We look forward to hearing from you!