Rachel Provan

I spent 15 years leading Customer Success teams, and I learned this the hard way: being great at CS doesn't prepare you to lead a revenue-generating department.

Most CS leaders are stuck proving their value to executives who expect them to generate revenue the way sales does, without understanding what post-sale revenue actually requires. You're told to drive expansion, reduce churn, and prove ROI - but no one taught you how to do that without morphing into Account Management or BDRs.

That's where I come in.

I HELP CS LEADERS DO THREE THINGS:

Build revenue-generating CS departments | Get promoted | Land their next role

🔹 CS LEADERSHIP ACADEMY (CSLA)
For anyone leading (or about to lead) a Customer Success team - from founding CSMs and team leads to managers, directors, and VPs.

✔ Build a revenue-generating CS department without turning your team into "Sales 2.0"
✔ Get promoted - over one-third of clients get promoted within 6-12 months
✔ Prove your value to executives who don't understand Customer Success
✔ Get out of reactive mode, build scalable processes, and strengthen your executive presence

Built on behavioral psychology and neuroscience, not corporate management theory.

🔹 DREAM JOB PROGRAM
For CS leaders who need to land their next role.

✔ Access the 80% of roles never posted online - optimize your LinkedIn so hiring managers reach out to YOU
✔ Executive resume makeover that shows revenue impact (even without exact numbers)
✔ Figure out exactly what's holding you back in interviews
✔ Master final presentations and salary negotiation - clients average $10k-15k above initial offers

🔥 WHY I'M DIFFERENT:
I don't teach theory. I teach what works in the messy, real world - the psychology that lets you influence cross-functional leaders and the executive suite, the strategy that drives retention and expansion, and the systems that let you scale without burning out.

👉 LET'S WORK TOGETHER:
📧 Apply to CSLA or Dream Job (links in Featured section)
💡 Grab my free CS Leader Onboarding Checklist
🎯 Subscribe to The CS Psycho for weekly CS leadership insights - backed by psychology

Founder and CEO

1-on-1 Customer Success Leadership coaching, Customer Success Job Hunting and Career Counseling

A lot of CS leaders won’t say it out loud.
But they’re worried.

About layoffs. About budgets. About getting cut.

Not because they don’t know how to lead... but because they’re stuck cleaning up after everyone else.

Sales overpromises. Product doesn’t listen to feedback.  And CS is expected to quietly clean it all up AND drive revenue.

(Because that works...)

If your team is stuck in reactive mode, buried in escalations, and constantly justifying your value... this is for you.

I’m running a free training that walks through the 4 stages every CS department goes through.

You’ll learn how to figure out:
 
- what stage you’re in 
- what’s holding you back; and 
- what to focus on if you want your org to start taking CS seriously.

Jan 14 @  1PM EST: https://lnkd.in/eECchnsD
Jan 15 @ 1pm EST: https://lnkd.in/eimJweBU

Two time slots. Zero fluff. 

Walk away with a plan you can use immediately.

Rachel Provan 🧠

I help CS Leaders kick ass at their job & get promoted - using Psychology | 15 years leading CS teams | Creator of The CS Leadership Academy & Psychology of Customer Success Podcast | Speaker

Ever tried looking up how to build a CS dept? 🤦‍♀️

Talk to your customers
Build a team
Use data (reminds me of recipes on The Great British Baking Show… “Make the cake”)
Create onboarding materials
Scale
Iterate

Ummm… thanks?

It’s explanations like this that make people think building a CS department should be relatively easy.

That should take what -- six months?

Sure, you can get a CS department STARTED in that time. But if you think you’re going to create the results of a mature, revenue-generating CS department in six months…

Honey. You’re in for a rude awakening.

🏆 What you need are the REAL steps. In the right order.

Not just a mish-mash of CS initiatives you’ve read about.

✅ Yes you need a customer journey.
✅ Yes you need segmentation.
✅ Yes you need a CS tool.
✅ Yes you want a Customer Advisory Board.

But do you know WHEN to do those things so you don’t make a huge mess?

That’s exactly what I’ll teach inside my FREE masterclass: The CS Leadership Formula.

📅 Wednesday, January 14th or Thursday, January 15th

Register here: https://lnkd.in/eXPevgD6

🚧 The exact steps — in the right order — to build and scale a durable growth engine.

Moving up means saying “No” ❌

A lot. Even to your boss.😬

Scary, right? It doesn’t have to be.  It's actually part of your job now!

Here’s how to say no to your boss without burning bridge:

When you’re feeling overloaded, make a list with three columns:

⭐️   Project    |   Outcome   |  Priority   ⭐️

Put a 1 next to everything you think is a top priority right now. (Note - guess how many things can be priority #1...)

Then schedule a meeting with your boss to confirm some priorities. Show them the list you’ve made, and then say:

“As you can see I’ve got a lot on my plate. I want to make sure I’m effective and focusing on the right things. As I understand it, my top priorities are these outcomes (e.g. driving Adoption/GRR/NRR) - here's what I think will move the needle the most."

They will either highlight something you may be missing or (most likely) agree with your assessment. 

👉 Then you can confirm that you will be putting the other projects on the back burner to focus on these.

As a leader, you are trusted to prioritize.

You know what you need to achieve, and it’s up to you to manage your time.

No one is monitoring how much is on your plate.🍛

And you can’t achieve big goals by saying yes to everything.

PS - Still too much to do?

Get the cheat sheet hundreds of CS leaders have used to make insane progress every quarter here:  https://lnkd.in/eECchnsD

Twinkl Educational Publishing

In charge of Taiwanese market, domain and blog contents.
Using Ahrefs and Google Analytics to analyze SEO performance and executing keyword optimizations and tracking TW domain, Canva for visual aids.
Using Tableau and Hunter to analyse the email marketing insights.
Evaluate different marketing strategies to increase exposure and raise brand awareness in TW market.
Creating, proofreading and quality management of blog content.
Creating media PR campaigns with third-party media companies.

Content Manager

SOAX

Trained and applied Slack, HubSpot, ClickUp and Notion in daily work.
Obtained customer success manager certificate by SuccessCOACHING.

Customer Success Manager

Jublia

Using the company Sense tools to track project performance, specifically to analyse the successful completion of short and long-term goals by creating a thorough email engagement plan to increase the adoption rate of the platform.
Develop comprehensive project plans for clients by identifying the best solutions to meet their project demands accordingly using cross selling and upselling methods.
Manage large and diverse teams and projects simultaneously in a SaaS environment using Google Workspace & Microsoft Team tools.
Achieved high customer satisfaction and obtain high retention growth of 70% among customers.

Teleperformance

Supporting customers internally and externally in a SaaS environment using SRT tools.
Maintained customer satisfaction by focusing on addressing customer needs and resolving concerns especially on Tier 1 ads matters.
Collected customers' feedbacks via surveys and made process changes to exceed customer satisfaction goals.

Achievement: Won the Top Customer Success Specialist of the Quarter for [Q4 2021 Award of Excellence]

Customer Success Specialist

Fei Yue Expert Sdn Bhd

Responsible for setting up the right target audience who is the most likely going to click-through the advertisements.
Crested the imagery, click bait titles and optimized advertisements for the right audience and conversion.
Used Facebook Ads Manager and Google Analytics to track marketing campaign performance, and boost reach with strategic ad placements.

Digital Marketing Specialist cum content writer

Dayang Technology Development Inc

Developed solid working knowledge of products to meet the potential customers’ expectations.
Demonstrated products to encourage purchases.
Encouraged cross selling of additional products and services through relationship-building and considering customer business needs.

Channel Business Manager

Tong's Creations

Supervised onsite team of caterers, audio-visual technicians, and facility management team to ensure dining events go well.
Managed administrative logistics of events planning, event booking and event promotions.

Marketing Event Coordinator

Gammei Jewellery

Gammei is a worldwide oriented online jewellery business platform and we mainly serve mid-class to the high class of jewellery choices. Gammei offers various choices of jewellery: necklaces, bracelets, earrings, rings, jades, pearls etc for every category besides ladies and even some jewellery equipment for businessmen who are in the related industry like us locally and globally.

Owner

Jabil

Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Managed vendor purchase order dispatch, delivery and invoicing to set contractual guidelines and maintain budgetary regulations.
Tracked inventory shipments and prepared spreadsheets detailing item information.

Buyer

Pangkor Maritime (International) Sdn Bhd

Pangkor Maritime (International) Sdn Bhd is a maritime events company that is the organiser of the first major shipping event to be held in Pangkor Island, Malaysia. This event will take place in August 2017. 

Located in the Strait of Malacca, roughly halfway between Kuala Lumpur and Penang, Pangkor has the potential to become Malaysia’s next major maritime hub. Taking advantage of Malaysia’s unique multicultural and multilinguistic character, Pangkor Maritime seeks to build a global platform for exhibitors looking to expand their networks in Asia, as well as for Asian maritime firms building their businesses abroad.

Identified business opportunities by identifying prospects and evaluating their position in the industry; researching and analysing sales options.Maintained relationships with clients by providing support, information and guidance, researching and recommending new opportunities, recommending profits and service improvements.

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