Customer Success & Client Retention Expert

Customer Success & Client Retention Expert – Remote

Position Type: Part-Time (<30 hours/week), Remote
Location: Worldwide
Working Hours: Flexible (with availability for client meetings as needed)

About the Role

At Pavago, one of our clients is hiring a Customer Success & Client Retention Expert to strengthen customer relationships, improve retention, and deliver an exceptional client experience throughout the customer lifecycle.

This is not a reactive support role.

You’ll take ownership of customer success initiatives by proactively engaging clients, identifying churn risks, improving onboarding, and implementing retention strategies that increase customer satisfaction and long-term loyalty.

You’ll collaborate closely with leadership, sales, and operations to ensure every client receives ongoing value while helping the business improve retention and customer health.

If you enjoy building relationships, solving customer challenges, and turning satisfied clients into long-term advocates, this role is a strong fit.

What You’ll Own

Customer Success & Relationship Management

• Build and maintain strong relationships with a portfolio of clients.
• Serve as a trusted point of contact throughout the customer lifecycle.
• Conduct proactive check-ins to understand customer goals, challenges, and opportunities.
• Ensure customers consistently receive value from the company’s services.
• Advocate for customers internally while maintaining strong business relationships.

Client Retention & Churn Prevention

• Identify at-risk accounts before they become churn risks.
• Develop and execute proactive retention strategies.
• Improve customer engagement and long-term satisfaction.
• Partner with leadership to reduce customer churn and strengthen client loyalty.
• Support renewal conversations and identify opportunities to expand customer relationships.

Customer Onboarding & Adoption

• Support new client onboarding to ensure a smooth transition.
• Guide customers through implementation and early adoption.
• Ensure customers achieve value quickly through structured onboarding.
• Monitor engagement and proactively address adoption gaps.
• Improve onboarding processes based on customer feedback and results.

Customer Feedback & Experience

• Collect customer feedback through meetings, surveys, and ongoing conversations.
• Analyze feedback to identify trends and improvement opportunities.
• Translate customer insights into actionable recommendations.
• Collaborate with internal teams to improve products, services, and customer experience.
• Help build a customer-centric culture across the organization.

Reporting & Customer Health

• Monitor and report on customer success metrics, including:
• Customer Retention
• Churn Rate
• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT)
• Maintain accurate CRM records and customer health updates.
• Identify patterns, risks, and opportunities through data analysis.
• Present recommendations to leadership to improve retention and customer outcomes.

What Makes You a Strong Fit

• Passionate about helping customers succeed.
• Excellent relationship builder with strong interpersonal skills.
• Proactive and solutions-oriented.
• Strong communicator who builds trust with clients.
• Analytical mindset with the ability to turn customer feedback into action.
• Organized and comfortable managing multiple customer relationships.
• Self-motivated and successful in remote environments.

Required Experience & Skills

Experience

• Proven experience in:
• Customer Success
• Client Success
• Account Management
• Client Retention

Core Skills

• Strong understanding of:
• Customer lifecycle management
• Customer retention strategies
• Relationship management
• Customer engagement
• Experience using CRM platforms such as:
• HubSpot
• Salesforce
• Similar CRM systems
• Strong analytical and problem-solving skills.
• Excellent written and verbal English communication.
• Ability to interpret customer feedback and performance data.
• Strong organizational and time-management skills.
• Ability to work independently in a remote environment.

Nice to Have

• Experience in:
• SaaS
• Real Estate
• Service-based businesses
• Familiarity with customer success platforms such as:
• Gainsight
• ChurnZero
• Intercom
• Experience managing:
• Renewals
• Upsells
• Cross-sell opportunities
• Experience improving customer onboarding and retention programs.

What a Typical Day Looks Like

• Review customer health dashboards and engagement metrics.
• Conduct proactive client check-ins and follow-up meetings.
• Support onboarding for new customers.
• Analyze customer feedback and identify improvement opportunities.
• Monitor churn risks and implement retention strategies.
• Update CRM records and customer success plans.
• Collaborate with sales, operations, and leadership on customer initiatives.
• Prepare reports on retention, satisfaction, and customer health.

In short: You’ll help customers achieve long-term success by strengthening relationships, improving retention, and creating exceptional customer experiences that drive loyalty and business growth.

Key Metrics for Success (KPIs)

• Customer Retention Rate
• Customer Churn Rate
• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT)
• Customer Engagement
• Renewal Rate
• Customer Health Scores
• CRM Accuracy

Why Join Us?

• Flexible part-time remote role.
• High ownership and direct impact on customer experience.
• Collaborative and supportive team environment.
• Opportunity to shape customer success strategies as the company grows.
• Exposure to cross-functional collaboration with leadership, sales, and operations.
• Long-term career growth opportunities in Customer Success and Client Experience.

Interview Process

1. Application Review
2. Spark Hire Intro Video (3–5 minutes)
3. Client Interview
4. Offer & Onboarding

What Happens After You Apply

After submitting your application, you’ll receive an email invitation from Spark Hire to record a short 3–5 minute Intro Video. This is the first step in our hiring process and can be completed whenever it’s convenient for you.

Instead of multiple initial screening calls, you’ll have one opportunity to introduce yourself, share your customer success experience, explain how you’ve improved customer retention, managed client relationships, reduced churn, and helped customers achieve long-term success. Your video will be reviewed by the hiring team before moving to the client interview.

You can record your video as many times as you’d