Customer Success & Client Retention Expert

Pavago is seeking a part-time, remote Customer Success & Client Retention Specialist to join one of its clients. This role focuses on strengthening client relationships, enhancing the customer experience, and reducing churn after onboarding. You will work closely with leadership, sales, and operations teams to ensure customers receive ongoing value, stay engaged, and have compelling reasons to maintain their relationship. Ideal candidates have experience in Customer Success, Account Management, or Client Retention and enjoy fostering long-term client partnerships. The position offers flexibility with less than 30 hours per week and is open worldwide.

Key Responsibilities

- Build and maintain strong relationships with existing clients, acting as a trusted contact throughout the customer lifecycle.
- Conduct proactive check-ins and follow-ups to understand client goals, concerns, and expectations.
- Identify potential issues early to prevent churn and ensure clients receive responsive, professional support.
- Develop and implement strategies to improve client retention, including re-engagement efforts for at-risk customers.
- Investigate causes of churn and dissatisfaction, recommending improvements to increase loyalty and long-term value.
- Support renewal discussions and collaborate with internal teams to optimize the customer journey from onboarding through ongoing engagement.
- Identify friction points and communication gaps, working cross-functionally to enhance the overall client experience.
- Collect and analyze customer feedback through conversations, surveys, NPS, and CSAT scores to identify trends and actionable insights.
- Monitor key success metrics such as retention rates, churn, NPS, CSAT, engagement, and renewal performance.
- Communicate customer needs and recurring issues internally to improve handoffs between sales, onboarding, and support teams.

Required Qualifications

- Proven experience in Customer Success, Account Management, Client Retention, or a related client-facing role.
- Strong understanding of customer lifecycle management, client engagement, retention strategies, and churn reduction.
- Excellent written and verbal communication skills in English.
- Experience using CRM platforms such as HubSpot, Salesforce, or similar systems.
- Data-driven mindset with the ability to interpret customer feedback and performance metrics.
- Strong organizational skills and the ability to work independently in a remote environment.
- Reliable internet connection and availability to work within the agreed part-time schedule.

Preferred Qualifications and Benefits

- Experience in industries such as real estate, SaaS, or service-based businesses is a plus.
- Familiarity with Customer Success platforms like Gainsight, ChurnZero, or Intercom.
- Experience managing renewals, upselling, cross-selling, and at-risk accounts.
- Knowledge of NPS, CSAT, churn, and retention reporting methodologies.
- Fully remote role with a flexible part-time schedule, open to candidates worldwide.
- Opportunity to directly impact customer retention and business growth while shaping the customer journey and retention strategy.
- Close collaboration with leadership and long-term growth potential as the company scales.

A typical day includes reviewing client health and engagement, proactively reaching out to customers, supporting onboarding, analyzing feedback, coordinating with sales and operations, and preparing retention insights for leadership. Success in this role is measured by improved retention, reduced churn, strong NPS and CSAT scores, consistent client engagement, and effective recovery of at-risk clients.

The interview process involves an initial application review, a self-recorded intro video, a client interview, and then offer and onboarding. After applying, candidates will receive an invitation to complete the video interview at their convenience.

If you have experience in Customer Success, Account Management, or Client Retention, enjoy building strong client relationships, and want a flexible, part-time remote opportunity, this role offers a meaningful chance to contribute to customer satisfaction and business growth.