[Hiring] Customer Success & Client Retention Expert @Pavago

Role Description

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.

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

Qualifications

• 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

• 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

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