About the Role:
We're looking for a Customer Success Manager to own a dedicated book of client accounts from day one of the relationship onward - supporting presales conversations, driving smooth implementations, and becoming the trusted face of Provana for every client you manage. You'll be the person clients turn to for value realization and growth within their existing partnership with us.
What You'll Do:
- Join Sales and Account Management calls to answer product questions and support the presales process.
- Deliver standard client implementations on time, using our established playbooks.
- Track product usage, run client check-ins, and lead regular business reviews.
- Own renewal and retention for your book of accounts, using defined playbooks to manage risk and reduce churn.
- Represent Provana credibly with client stakeholders - including senior decision-makers - on every account.
- Build deep working knowledge of your clients' businesses, workflows, and regulatory environment.
- Surface client feedback and product gaps directly to our Product team.
- Identify and close upsell opportunities within your existing book, using current pricing and packaging.
What We're Looking For:
- 7+ years in a client-facing Customer Success, Account Management, or similar role - SaaS or a regulated/compliance-driven industry preferred.
- A track record of managing renewals and hitting retention targets.
- Comfort speaking to product capabilities with both technical and non-technical stakeholders.
- Strong relationship-building skills and executive presence with senior client contacts.
- Highly organized, playbook-driven approach to managing a multi-account book.
- Familiarity with regulatory/compliance environments is a plus.
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