About Rachel Provan

My Story

I’m a Top 50 Customer Success Leader, LinkedIn influencer, and Coach.

I have been in Customer Success leadership for over 14 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 great with customers, but when it came to strategy and people management, I was making it up as I went along.

I didn’t know when to zoom out on strategy or how to get the most out of my team. I was working so hard but making so little progress and I was beyond frustrated.

I’m happy to say that a decade later, I love being a Customer Success leader! I’m confident in my abilities – no imposter syndrome here – and I genuinely love what I do.

The thing is – it took a long time to get here.  I loved the role but I struggled with so many challenges for years, when I could have been thriving if someone had just given me a roadmap.  

Things like:

• Tying CS to Revenue
• Using data to drive my strategy
• How to delegate without sacrificing quality or overloading my team.
• The confidence to stand up for my ideas and set healthy boundaries.
• How to earn what I was worth

I had a couple of great mentors and coaches later on who helped me advance as much in six months as I did in five years.

As my career evolved, I found that my employees were thriving and becoming ready to “graduate” to director 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 service leader, 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 to step into that role.

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.