Customer Success & Client Retention Expert

Customer Success & Client Retention Expert – RemotePosition Type: Part-Time (<30 hours/week), Remote Location: Worldwide Working Hours: Flexible (with availability for client meetings as needed)About the RoleAt 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 OwnCustomer 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 & SkillsExperience 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)