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

Senior Customer Success Manager | Mentor | Team Builder | Player-Coach

I’m a Customer Success Leader with over 15 years of experience helping people and companies grow, from building scalable success strategies to mentoring professionals ready to take the next step in their careers.

Over the past year, my journey has evolved from leading customer success operations to empowering others through coaching, community building, and leadership development. I’ve had the privilege of working with incredible leaders, organizations, and communities that share my passion for growth, connection, and purpose.

As the Founder of Latinos in Success, I’ve supported hundreds of professionals across the Americas by creating spaces where representation, career growth, and confidence thrive. My mission is to help people see their own potential, build meaningful careers, and lead with authenticity.

I bring a unique blend of strategic thinking, empathy, and process-building to everything I do. Whether guiding founders as they establish their first CS teams or helping experienced professionals step into leadership, I focus on turning goals into actionable, sustainable outcomes.

🌎 Originally from Brazil and now based in New York, I’m passionate about inclusion, growth, and building bridges across cultures.

💬 Always open to meaningful conversations about Customer Success, leadership, and community.


Key Skills & Focus Areas: 
✔️ Customer Success Strategy & Coaching
✔️ Team Leadership & Development
✔️ Retention & Expansion Strategies
✔️ Customer Journey Design & Advocacy
✔️ Community Building & Executive Engagement
✔️ Onboarding, Enablement & Scaled Programs
✔️ Cross-functional Collaboration
✔️ Thoughtful, People-First Leadership

Priscila Fletcher

Yesterday, Sprouts.ai published their list of 20 SaaS Customer Champions to Watch in 2026, and I'm honored to be included. Thank you, Sprouts.ai, for this recognition.


What makes this even more special? Many of the people on this list are friends and collaborators I'm proud to work alongside. This community is what drives the best work in customer success.

A decade in this space has taught me that we grow fastest when we invest in each other. Whether through Latinos in Success, working with founders to build their CS strategies, or just showing up to share and learn, that's what it's all about.

Check out the full list in the link below. If you're not following these stars yet, please do. 

These are the leaders shaping CS in 2026.
Cinthia Silva, Rachel Provan 🧠, Kristi Faltorusso, Chad Horenfeldt 📕, Jean-Pierre Frost, Brittany Casey, Julie Fox, Rod Cherkas, Bob Mathers, Rob Zambito, De Edra Williams, Sherrod Patching, Keishla C., Parul Bhandari, Jeff Kushmerek, Guy Galon, Kristen Hayer, Gemma Cipriani-Espineira, Chinelo Diejomaoh, Amber Monroe, MHA, PMP, Jean-Pierre Frost 💛

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The Battle

Rachel Provan

Priscila Fletcher

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Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Rachel Provan's LinkedIn Performance

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