Customer Success & Client Retention Expert
Customer Success & Client Retention Specialist – Remote | Part-Time
Position Type: Part-Time, Remote
Schedule: Less than 30 hours/week
Location: Remote — Open Worldwide
About the Role
At Pavago , one of our clients is hiring a Customer Success & Client Retention Specialist to strengthen client relationships, improve the customer experience, and reduce churn.
This role is focused on what happens after a client comes onboard — making sure customers see value, stay engaged, receive proactive support, and have compelling reasons to continue the relationship.
You’ll work closely with leadership, sales, and operations to improve the customer journey from onboarding through long-term retention.
If you have experience in Customer Success, Account Management, Client Retention, or Customer Experience and enjoy building lasting client relationships, this could be a strong fit.
What You’ll Own
Customer Success & Relationship Management
- Build and maintain strong relationships with existing clients
- Serve as a trusted point of contact throughout the customer lifecycle
- Conduct proactive client check-ins and follow-ups
- Understand client goals, concerns, and expectations
- Identify potential issues before they become reasons for churn
- Ensure clients consistently receive a responsive and professional experience
Client Retention & Churn Reduction
- Develop and execute strategies to improve client retention
- Identify customers who may be disengaged or at risk of leaving
- Investigate the reasons behind churn and dissatisfaction
- Create proactive outreach and re-engagement strategies
- Recommend improvements that increase customer loyalty and long-term value
- Support renewal conversations where applicable
Customer Journey Optimization
- Review the full customer journey from onboarding through ongoing engagement
- Identify friction points, communication gaps, and opportunities for improvement
- Help create a more consistent and engaging client experience
- Work with internal teams to implement customer experience improvements
- Ensure onboarding sets clear expectations and positions clients for long-term success
Customer Feedback & Insights
- Gather customer feedback through:
- Client conversations
- Surveys
- NPS
- CSAT
- Ongoing account interactions
- Identify patterns and recurring client concerns
- Translate feedback into clear, actionable recommendations
- Share customer insights with leadership and relevant teams
Customer Success Metrics & Reporting
Monitor and report on metrics such as:
- Client retention rate
- Customer churn
- NPS
- CSAT
- Customer engagement
- Renewal performance
Use customer data and feedback to identify trends, risks, and opportunities for improvement.
Cross-Functional Collaboration
- Partner with sales, operations, and leadership teams
- Communicate customer needs and recurring pain points internally
- Help improve handoffs between sales, onboarding, and ongoing customer support
- Support initiatives designed to improve retention and customer lifetime value
What Makes You a Strong Fit
You:
- Naturally build trust and strong client relationships
- Are proactive rather than waiting for customers to complain
- Understand why customers churn and how to reduce it
- Communicate confidently and professionally
- Balance empathy with business objectives
- Are comfortable working with customer data and performance metrics
- Can turn customer feedback into actionable improvements
- Are organized and capable of working independently
Required Experience & Skills
- Proven experience in:
- Customer Success
- Account Management
- Client Retention
- or a closely related client-facing role
- Strong understanding of:
- Customer lifecycle management
- Client engagement
- Retention strategies
- Churn reduction
- Excellent written and verbal English communication
- Experience using CRM platforms such as:
- HubSpot
- Salesforce
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