Customer Success Manager (Scale Program)

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Permanent Reporting to Senior Customer Success Manager

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. 200+ leading CPG businesses use Provenance today to communicate their sustainability credentials - from global enterprises such as Unilever, Estee Lauder, Holland & Barrett and Arla - to fast-growing independents such as Cult Beauty, L'Occitane, This Works, The NueCo, Davines and more.

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 customer 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, Product and Commercial teams, you will have the opportunity to define, build and deliver the Scaled Customer Success Program for our global brands community. You will also manage relationships with key strategic customers on a one-to-one basis.

ROLE & RESPONSIBILITIES

• Delivering Customer Success at scale: develop and execute a robust scale program to ensure customers get dynamic, recurring value using the Provenance software, with a focus on one-to-many engagements. This includes:
• Advising customers on the commercial opportunity for transparency, engaging and influencing stakeholders across Sustainability, Brand, Marketing and Sourcing teams.
• Crafting tailored strategies to drive Provenance adoption and customer advocacy through a blend of automation, data-driven insights, and personalised engagement.
• Collaborating closely with Product & Engineering colleagues to enhance our Scaled Customer Onboarding & Enablement program.
• Defining and helping customers articulate and measure the ROI they receive, and identify additional areas of potential value.
• Responsibility for annual contract renewals, upsells, account expansion and ownership of brand net dollar retention (NDR) targets
• Developing high-trust relationships with strategic accounts, and ensure they have a long term rollout strategy for Provenance in their organisation.
• Work closely with customers and internal teams to drive account retention and growth, through strategic account planning and execution.
• Provide visibility into the likelihood of an assigned customer's renewal. Identify and work to resolve at-risk renewals.

• Deeply understand our customers needs and feed insights into the Product Development process to ensure the software most effectively delivers ongoing value to our customers.
• Build customer advocates who are passionate about Provenance and can serve as references for ROI delivered and success case studies.

Salary range: £35k-50k base salary depending on experience, plus quarterly bonus linked to Net Dollar Retention targets achieved

Requirements

• Experience in managing a large customer base; delivering one-to-many strategies to drive customer engagement, ongoing value, product adoption, and advocacy
• Experience delivering scaled, automated customer success programs
• Passion for Customer Success, you're strategic & analytical whilst being customer-centric in everything you do
• Proven track record of maintaining & growing customer relationships, including negotiating and managing commercial agreements
• 2-5 years of SaaS experience in a customer success role, ideally with a focus on CPG brands and e-commerce
• Prior experience in sustainability is a huge plus. Beauty, Personal Care and Wellness (VMS) industry knowledge or interest will also be very beneficial

ABOUT YOU

• 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
• You're adaptable and thrive in a fast-paced, fast-changing and sometimes ambiguous start-up environment
• You're happy working as part of a team and as an individual
• 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!