At a Glance
- Tasks: Lead customer success and partnerships, driving growth and strategy for enterprise accounts.
- Company: Join Provenance, a pioneering tech company transforming how shoppers choose products.
- Benefits: Flexible working options, competitive salary, and opportunities for professional development.
- Other info: Be part of a dynamic team focused on innovation and growth in retail.
- Why this job: Make a real impact by helping brands align with consumer values through AI.
- Qualifications: Experience in managing enterprise clients and a strong commercial background.
The predicted salary is between 75600 - 92400 £ per year.
Contract: 12 months fixed term contract, with potential to extend.
Working week: Full time, hybrid (open to discuss flexible/remote working).
Start: November 2026.
About Provenance:
Shoppers deserve to know what they're buying. At Provenance, we're putting that power back in their hands, so they can choose better products through AI. Our mission is to help 1 billion people find and choose products that match their values. Our trusted data platform enables enterprise retailers and brands to back up their product claims (environmental, social, ingredients, performance and quality) with verified proof, readable by LLMs and AI agents, right where customers shop. More than 350 brands and retailers already use Provenance, including Holland & Barrett, Ocado and The Hut Group. In the last six months we've won AI Company of the Year at the British Data Awards, launched our ingredients tool and opened the Provenance Directory, which AI already cites when shoppers ask about products. The way people shop is changing fast, and we're right in the middle of it.
We’re a hybrid team of 15 working with some of the biggest names in global retail, looking for a commercial leader to keep our biggest accounts growing with a strategic shift to our AI Growth proposition and driving new revenue from partnerships, supported by a team of Customer Success, Marketing and Brand Partnership Managers.
You’ll be leading on strategy that delivers new partnerships, conversion and owning everything after the sale, from onboarding to renewal and expansion. You’ll be measured on revenue, both new revenue generation and net revenue retention. Over half your time is commercial delivery; the rest is split between your team, strategic accounts and the customer voice.
Retention and growth:
- Drive adoption and value realisation, build brand coverage across key enterprise accounts, forecast and negotiate renewals, and work with the commercial team to close upsell and cross-sell.
- Coach your CSMs to run their own renewals.
- Oversee delivery of pipeline generation for new revenue (from brands and retailers) as a commercial priority in this role.
Strategic accounts:
- Stay hands-on as senior leader and escalation point for key enterprise retailers, converting clients to our AI Growth proposition and running business reviews that show ROI and reduce churn risk early.
Team:
- Lead and develop a team including 2 Customer Success Managers, Brand Partnerships Manager and Senior Marketing Manager with clear goals, regular feedback and balanced workloads.
Customer voice:
- Turn customer feedback into product and go-to-market insight, be the feedback loop between customers and product/engineering and build on our bank of case studies and impact stories.
- You will also keep our playbooks (onboarding, health scoring, renewal, expansion) and CS tooling fit for a growing business.
About you:
- Experience managing enterprise retail clients with proven commercial acumen is essential from roles in Customer Success and Growth/Sales.
- Sector experience across FMCG, Fashion and Beauty is a bonus.
- Understand retailer language, especially around marketing and growth use cases.
- Commercial track record in renewals, expansion and new revenue generation, ideally in a data, tech or AI business.
- Experience line managing Customer Success and Brand Sales managers, with examples of CS AI automation delivery across your recent roles.
- Comfortable in a small, start-up style team, hands-on and quick to take ownership.
- Able to hit the ground running, but there will be a transition period (2-3 months) with our current Head of Customer Success to ensure a seamless transition and knowledge share.
How success is measured:
- This is a commercially driven role, with metrics set against:
- New revenue generation & net revenue retention.
- Logo retention across enterprise retailers & brand coverage across key accounts.
- Expansion revenue.
Head of Customer Success & Partnerships in London employer: provenance.org
Provenance is an exceptional employer, offering a dynamic and inclusive work culture that empowers employees to make a meaningful impact in the world of sustainable commerce. With a focus on personal growth and development, the Marketing Intern role provides hands-on experience in a fast-paced environment, alongside opportunities to utilise cutting-edge AI tools and collaborate with a passionate team. Located in the vibrant Euston area of London, employees enjoy a supportive atmosphere, competitive benefits, and the chance to contribute to a mission-driven company dedicated to transparency and ethical consumerism.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success & Partnerships in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at provenance.org. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like provenance.org before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Success & Partnerships in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to provenance.org:Your cover letter is your chance to shine! Tell us why you want to work at provenance.org specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at provenance.org!
How to prepare for a job interview at provenance.org
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
