Customer Success Manager

Who We Are

Provenir is a global fintech company with offices across North America, the UK, and Singapore backed by talented teams across APAC, EMEA, and LATAM. Provenir helps fintechs, financial institutions, and payment providers make smarter decisions, faster. We are passionate about technology and empowering businesses to become industry leaders. As a leading provider of decisioning and analytics products for financial services and other industries, we empower businesses to create digital-first decisioning solutions that drive business growth. If you’d like to work at an innovative fintech with a global footprint that is redefining the industry, then we want you!

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 will focus on defending their recurring revenue baseline (MRR/ARR), identifying upsell and cross-sell opportunities, and ensuring measurable business outcomes.

The variable compensation for this role will be performance-based, tied to customer retention (defending revenue baseline) and growth. The role will be recognized by identifying opportunities for expansion that will be handed over to the Account/ Sales Executive.

Key Responsibilities

Customer Success Execution

• Lead the onboarding process for new customers, ensuring smooth implementation and that the new customers 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 closely 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 your customer base by understanding their evolving needs and aligning Provenir’s expanded offerings to those needs.

• 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.

Our employees are our top priority; we offer comprehensive health and wellness plans. You will enjoy paid time off and company holidays, flexible and remote-friendly opportunities, and maternity/paternity leave.

At Provenir, we recognize that diversity and inclusion make our teams stronger. We are committed to equal employment opportunity and welcome everyone regardless of race, colour, ancestry, religion, national origin, age, sex, gender identity, sexual orientation, disability, marital status, domestic partner status, citizenship, or veteran status or medical condition. We encourage people from all backgrounds to apply.