Job Description
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
- or similar systems
Data-driven mindset with the ability to interpret customer feedback and performance metrics
Strong organizational and follow-up skills
Ability to work independently in a remote environment
Reliable internet connection and availability within the agreed part-time schedule
Nice to Have
Experience in:
- Real estate
- SaaS
- Service-based businesses
Familiarity with Customer Success platforms such as:
- Gainsight
- ChurnZero
- Intercom
Experience managing:
- Renewals
- Upselling
- Cross-selling
- At-risk accounts
Familiarity with NPS, CSAT, churn, and retention reporting
What a Typical Day Looks Like
Your day may include:
- Reviewing client health and engagement
- Reaching out proactively to existing customers
- Following up with clients who may be at risk of churning
- Supporting onboarding and early customer engagement
- Gathering and analyzing client feedback
- Reviewing retention, NPS, and CSAT trends
- Coordinating with sales and operations on customer issues
- Identifying opportunities to improve the customer journey
- Preparing retention insights and recommendations for leadership
In short: you make sure clients feel supported, see continued value, and want to stay.
Key Metrics for Success
- Improved customer retention
- Reduced client churn
- Strong NPS and CSAT scores
- Consistent client engagement and follow-up
- Successful onboarding and early-stage adoption
- Improved customer experience across the lifecycle
- Clear identification and recovery of at-risk clients
- Actionable customer feedback delivered to leadership
Why This Role Stands Out
- Fully remote and open worldwide
- Flexible part-time schedule
- Direct impact on customer retention and business growth
- Opportunity to shape the customer journey and retention strategy
- Close collaboration with leadership
- Long-term growth potential as the company scales
Interview Process
- Initial Application Review
- Intro Video
- Client Interview
- Offer & Onboarding
What Happens After You Apply
After applying, you’ll receive an email invitation from Spark Hire to complete a short Intro Video. This self-recorded video helps the hiring team learn more about your experience and communication before the client interview.
You can complete it on your own time and re-record your responses before submitting if needed.
Please check both your inbox and spam/junk folder for the Spark Hire invitation.
Apply Now
If you:
- Have experience in Customer Success, Account Management, or Client Retention
- Know how to build strong client relationships
- Enjoy identifying and preventing churn
- Are comfortable using customer data and feedback to improve retention
- Want a flexible, part-time remote opportunity
We’d love to hear from you.
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