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Customer Success & Client Retention Expert

Pavago

Responsibilities

  • 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
  • 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

  • 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
  • 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
  • Client retention rate
  • Renewal performance
  • Use customer data and feedback to identify trends, risks, and opportunities for improvement.
  • 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
  • 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

Requirements

  • Reliable internet connection and availability within the agreed part-time schedule

Preferred

  • Experience in:
  • Familiarity with Customer Success platforms such as:

Customer Success & Client Retention Expert

Pavago · Pakistan (Remote) · — · Posted 2026-10-15

Description

Customer Success & Client Retention Specialist – Remote | Part-Time

Position Type: Part-Time, Remote

Schedule: Less than 30 hours/week

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.

Monitor and report on metrics such as

  • Customer churn
  • NPS
  • CSAT
  • Customer engagement

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

Nice to Have

  • Real estate
  • SaaS
  • Service-based businesses
  • Gainsight
  • ChurnZero
  • Intercom
  • Experience managing:
  • Renewals
  • Upselling
  • Cross-selling
  • At-risk accounts
  • Familiarity with NPS, CSAT, churn, and retention reporting

Your day may include

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.

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.
  • #CustomerSuccess #ClientRetention #AccountManagement #CustomerExperience #CustomerRetention #ClientSuccess #CustomerJourney #CRM #HubSpot #Salesforce #RemoteJobs #PartTimeJobs

Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/ABCEBA844D/apply)

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