About
Hi, I’m Rachel Provan
I’m a Top 25 Customer Success Leader, LinkedIn influencer, and Coach.
I have been in Customer Success leadership for over 15 years, and I remember the first time I stepped into that role. I was so excited!
Until I realized that it was an entirely different job from the one I had before — and no one had trained me for the new one.
I was working myself to the bone trying to stay on top of everything, and the strategies I’d seen on webinars were suddenly much tougher to put into practice than they seemed.
I never had time for strategy, and I wasn’t sure how to get the most out of my team, other than to be really nice to them. I was working so hard but making so little progress.
I’m happy to say that a decade later, I loved being a Customer Success leader! I was confident in my abilities – no imposter syndrome here – and I genuinely loved the role.
The thing is – it took a long time to get there.
I struggled with so many challenges for years, when I could have been thriving if someone had just given me a roadmap!
If I had known how to:
I could have gotten there in months rather than years.
As my career evolved, I found that my employees were consistently overachieving, and becoming ready to “graduate” to leadership positions of their own – and thriving once they got there.
It was my favorite thing.
That’s why I started Provan Success.
If you’re a new customer success leader, been struggling in the role for a while, or even if you’re just anticipating being in a leadership role soon, I know how hard it can be to feel like you have what it takes.
I can help you get the tools and abilities you need to step into the role with confidence and build an amazing Customer Success department.
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Meet The Team
Jennifer Carlin
Career Coach
With over 15 years of experience leading high-performing global Customer Success teams, Jenn is a strategic leader who’s passionate about driving customer retention, growth, and advocacy.
Jenn has a knack for optimizing processes, building stronger client relationships, and delivering results. From redesigning client onboarding to reducing response times with SLAs and using customer feedback to guide product development, she’s consistently made an impact with measurable outcomes.
Throughout her career, Jenn has managed multi-million-dollar portfolios and led teams across a range of industries, including pharma and tech, with a special focus on start-ups. She thrives on scaling teams, developing talent, and creating customer success strategies that align with business goals. Always focused on continuous improvement and empowering her teams, Jenn is dedicated to making a real, data-driven impact through collaboration and smart solutions.
In her spare time you can find her hanging with her dog Tinsley (which you will likely see on calls during coaching), at the barn with her horse and friends or traveling the world.
Jess Szivos
Leadership and Career Coach
Jess Szivos is a passionate Career Coach who transforms ambitious professionals into standout Customer Success candidates and leaders. Drawing from her extensive background in enterprise SaaS and cloud marketplaces, Jess brings insider knowledge of what truly matters in today’s CS hiring landscape. Her unique coaching methodology helps individuals identify their transferable skills, translate diverse backgrounds into metrics-driven language, and navigate the growing specializations within Customer Success. As a Certified Customer Success Leader with experience scaling organizations to 95% gross retention rates, Jess provides both practical tools and strategic guidance that consistently helps clients secure positions faster and at higher compensation levels than industry averages.
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