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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