Head of Customer Success – Partnerships

Provenance

. Lead strategy for new partnerships, conversion and all post-sale activity from onboarding through renewal and expansion.

Posted 11/7/2026full-timeLondon • United KingdomLead💰 £70,000 - £80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing enterprise retail clients, driving revenue generation, and leading customer success teams. Proficient in developing strategic partnerships and delivering value through AI-driven insights and automation.

Highest-signal resume keywords

Enterprise Client ManagementRevenue GenerationCustomer Success LeadershipAI Automation DeliveryCommercial Acumen

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Renewals ManagementExpansion StrategyUpsell and Cross-SellROI-Focused Business ReviewsPipeline GenerationHealth ScoringOnboarding PlaybooksData AnalysisFMCG Sector ExperienceRetail Marketing Understanding

Soft Skills

CoachingOwnershipCollaborationAdaptabilityCommunication

Tools & Technologies

Customer Success ToolingCS Automation Tools

Industry Keywords

FMCGFashionBeautyAI Growth PropositionEnterprise Accounts

About the role

Key responsibilities & impact

Lead strategy for new partnerships, conversion and all post-sale activity from onboarding through renewal and expansion.
Drive adoption and value realization across enterprise accounts.
Build brand coverage across key enterprise accounts.
Forecast and negotiate renewals; support upsell and cross-sell with the commercial team.
Coach Customer Success Managers to run their own renewals.
Oversee pipeline generation for new revenue from brands and retailers.
Serve as senior leader and escalation point for strategic enterprise retailers.
Convert clients to the AI Growth proposition and conduct ROI-focused business reviews.
Lead and develop a team of 2 Customer Success Managers, Brand Partnerships Manager and Senior Marketing Manager.
Turn customer feedback into product and go-to-market insight.
Act as feedback loop between customers and product/engineering.
Develop case studies and impact stories.
Maintain onboarding, health scoring, renewal and expansion playbooks and CS tooling.
Deliver new revenue generation, net revenue retention, enterprise logo retention, account brand coverage, expansion revenue and direct-report OKRs.

Requirements

What you’ll need

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.
Understanding of 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.
Examples of CS AI automation delivery across recent roles.
Comfortable in a small, start-up style team, hands-on and quick to take ownership.
Able to hit the ground running.
Willingness and ability to complete a 2–3 month transition period with the current Head of Customer Success for seamless transition and knowledge share.

Benefits

Comp & perks

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)