Head of Customer Success & Partnerships

Contract: 12 months fixed term contract, with potential to extend Working week: Full time, hybrid (open to discus 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. Requirements 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. Our client contacts are now broader than sustainability and regulation owners, but extend commercially into leaders across Growth, Data, AI/AEO/SEO, Marketing and Digital. - Commercial track record in renewals, expansion and new revenue generation, ideally in a data, tech or AI business. The priority is to convert legacy retailers onto our AI growth proposition, driving discoverability from validated proof points as a machine readable data layer. - 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 - Direct reports meeting or exceeding their quarterly OKRs Interview process Click to apply with your CV and short summary of experience. The first stage is a short screening call with our Head of People to match skills and experience, followed by an interview with our CEO, Chief Product Officer and current Head of Customer Success. A final stage in-person culture meet in the office. Contact lucy.wells@provenance.org with any questions or assistance with the interview process. Benefits - Employee share option program (so you can ow a piece of Provenance!) - 25 days annual holiday + birthday off + long term service holiday benefits. - Workplace pension (Statutory - 5% employee contribution, 3% employer) - £1K annual learning and development budget. - Wellbeing allowance (£50 per quarter). - Access to YuLife Wellbeing Platform with 24 Virtual GP access and Employee Assistance Programme. - Cycle to Work scheme. - Generous Enhanced Parental Leave policies. - Flexible working options - hybrid set up with 1-2 days per week in our London Euston HQ, 2 days a year slow travel incentives to encourage more sustainable holiday travel, compressed hours options and work from anywhere policy. - Team workshops, team volunteering days and quarterly socials (from vineyard visits and scavenger hunts to terrarium workshops and foraging picnics)