Customer Success Manager
About this Role
You'll be the first dedicated customer success hire. You'll work directly with agencies to onboard them, train their teams, and ensure they're collecting verified reviews consistently. Your feedback loop to product and engineering will be critical — you'll shape what we build next.
What You'll Do
Onboard new agencies: branding setup, first interaction, widget installation
Conduct training sessions for agency teams (video calls, async guides)
Monitor customer health metrics (review volume, scan rate, engagement)
Proactively reach out to at-risk accounts before they churn
Collect and synthesise customer feedback for the product team
Create help centre content, tutorials, and best practice guides
What We're Looking For
3+ years in customer success or account management at a SaaS company
Excellent written and verbal communication skills
Experience onboarding SMB customers to technical products
Empathy and patience — ability to explain technical concepts simply
Self-starter who can build processes from scratch
Comfortable with CRM tools (HubSpot, Intercom, or similar)
Nice to Have
Portuguese language fluency (strong preference)
Experience working with real estate agencies
Background in review/reputation management platforms
EU timezone availability
About Provn
Provn is the first review platform that proves the reviewer was physically present at the point of service. We're building the trust layer for service industries — starting with real estate in Portugal and expanding across Europe. Backed by Jacaranda Labs, we're a remote-first team that ships fast and cares deeply about the quality of our product.
Apply for this Role
Tell us about yourself and why you're interested in Provn.