Customer Success Manager
The Customer Success Manager (CSM) at Provenir plays a pivotal role in ensuring that customers derive maximum value from our AI‑powered risk decisioning platform. The CSM is responsible for driving customer retention, satisfaction, and expansion by building strong relationships, managing onboarding, and guiding clients through their entire lifecycle. In addition to providing proactive support, the CSM focuses on defending our recurring revenue baseline (MRR/ARR), identifying upsell and cross‑sell opportunities, and ensuring measurable business outcomes.
Provenir is committed to equal employment opportunity and welcomes applicants of all backgrounds, regardless of race, color, ancestry, religion, national origin, age, sex, gender identity, sexual orientation, disability, marital status, domestic partner status, citizenship, veteran status, or medical condition.
Key Responsibilities
- Customer Success Execution
- Lead onboarding process for new customers, ensuring smooth implementation and that they understand how to leverage Provenir’s solutions effectively from day one.
- Build and nurture long‑term relationships with assigned customers, serving as their trusted advisor throughout their lifecycle.
- Proactively manage customer health, identify risks, and take corrective actions to prevent churn.
- Serve as the voice of the customer within Provenir, ensuring their feedback is heard and incorporated into product and service improvements.
- Collaborate with Sales, Marketing, Product, and Support teams to ensure a unified approach to customer success.
- Educate customers on product adoption and new features to maximize their return on investment.
- Track and report on customer health, product adoption, and engagement metrics to identify potential risks and opportunities for growth.
- Growth and Revenue Defence
- Identify and capitalize on upsell and cross‑sell opportunities within the customer base by understanding evolving needs and aligning Provenir’s expanded offerings.
- Conduct Quarterly Business Reviews (QBRs) with clients, showing value delivered and growth potential.
- Focus on retaining Monthly Recurring Revenue (MRR) and Annual Recurring Revenue (ARR) by ensuring customers renew their contracts and are satisfied with their ongoing experience.
The variable compensation for this role is performance‑based, tied to customer retention and growth. It includes a base salary plus an incentive plan for achieving retention and expansion targets.
Our employees are our top priority; we offer comprehensive health and wellness plans, paid time off, company holidays, flexible and remote‑friendly opportunities, and maternity/paternity leave.
Location
United Kingdom – Remote
Employment Type
Full time
Department
Customer Success
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