Customer Success & Client Retention Expert

58 minutes ago
Part-time
Mid Level
Customer and Technical Support
Pavago

Pavago

Pavago specializes in connecting small and medium-sized businesses with skilled offshore talent from Pakistan and Latin America, offering a streamlined recruitment process that enables the hiring, onboarding, and payment of remote employees at signific...

IT Services
Founded 2023

Description

  • Build and maintain relationships with existing clients throughout the customer lifecycle.
  • Conduct proactive check-ins, follow-ups, onboarding support, and re-engagement outreach.
  • Identify at-risk, disengaged, or dissatisfied customers and support renewal efforts.
  • Develop retention and churn-reduction strategies.
  • Review the customer journey to identify friction points and improve onboarding and engagement.
  • Gather feedback through conversations, surveys, NPS, CSAT, and account interactions.
  • Monitor retention, churn, engagement, renewal, NPS, and CSAT metrics and report trends.
  • Share customer insights and recommendations with leadership, sales, and operations.
  • Improve handoffs between sales, onboarding, and ongoing customer support.

Requirements

  • Proven experience in Customer Success, Account Management, Client Retention, or a related client-facing role.
  • Strong understanding of customer lifecycle management, engagement, retention strategies, and churn reduction.
  • Excellent written and verbal English communication skills.
  • Experience with CRM platforms such as HubSpot, Salesforce, or similar systems.
  • Ability to interpret customer feedback and performance metrics.
  • Strong organization, follow-up, proactive communication, and relationship-building skills.
  • Ability to work independently in a remote environment with reliable internet access.
  • Availability for a part-time schedule of less than 30 hours per week.
  • Experience in real estate, SaaS, or service-based businesses (preferred).
  • Familiarity with Gainsight, ChurnZero, Intercom, renewals, upselling, cross-selling, or at-risk account management (preferred).

Benefits

  • Fully remote role open worldwide.
  • Flexible part-time schedule of less than 30 hours per week.
  • Opportunity to directly influence customer retention, experience, and business growth.
  • Close collaboration with leadership and opportunity to shape retention strategy.
  • Long-term growth potential as the company scales.
  • Self-paced introductory video interview with opportunities to re-record responses.

Interested in this position?

Apply directly on the company website

Apply Now

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