Customer Success & Client Retention Expert
At a glance
Mid-level Customer Success role at Pavago. Remote, South Africa.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Improve the customer journey by finding ways to raise satisfaction and keep clients longer
- Create proactive plans that address churn risks and strengthen customer loyalty
- Review feedback and performance data, then turn findings into actionable improvements
- Maintain client relationships through recurring communication, outreach, and onboarding support
- Track retention, churn, NPS, and CSAT while coordinating efforts with sales, operations, and leadership
What you bring
- You have proven work in customer success, account management, or client retention
- You understand customer lifecycle management and methods for improving retention
- You communicate confidently in written and spoken English and can interpret customer data
- You have used HubSpot, Salesforce, or a comparable CRM platform
- You can organize your own work remotely with dependable internet during the agreed schedule
Who this fits
This role suits a self-directed customer success professional who is comfortable building relationships, analyzing feedback, and working part time. It is fully remote, open worldwide, and requires availability during the agreed schedule. Experience with real estate, SaaS, or service businesses, plus renewals or expansion work, would be useful.
From the employer
Customer Success & Client Retention Expert
Location: Remote (Open Worldwide)
Schedule: Part-Time (<30 hours/week)
About the Role
We are seeking a Customer Success & Client Retention Expert to enhance the customer experience and drive long-term client satisfaction. This role is ideal for someone who excels at building relationships, reducing churn, and creating strategies that improve customer loyalty and engagement.
You will work closely with leadership and cross-functional teams to optimize the customer journey, identify retention opportunities, and ensure clients receive exceptional support from onboarding through ongoing engagement.
Key Responsibilities
- Analyze and optimize the customer journey to improve satisfaction and retention.
- Develop and implement proactive retention strategies to reduce churn.
- Collect and analyze customer feedback to identify actionable insights.
- Build strong client relationships through regular communication and proactive outreach.
- Support onboarding efforts to ensure new clients are set up for success.
- Collaborate with sales, operations, and leadership teams to align customer success initiatives.
- Monitor and report on key metrics including retention, churn, NPS, and CSAT.
Requirements
- Proven experience in Customer Success, Account Management, or Client Retention.
- Strong understanding of customer lifecycle management and retention strategies.
- Excellent written and verbal English communication skills.
- Data-driven mindset with the ability to analyze customer feedback and performance metrics.
- Experience using CRM platforms such as HubSpot, Salesforce, or similar tools.
- Strong organizational skills and ability to work independently in a remote environment.
- Reliable internet connection and availability within the agreed schedule.
Nice to Have
- Experience in real estate, SaaS, or service-based industries.
- Familiarity with customer success platforms such as Gainsight, ChurnZero, or Intercom.
- Experience with renewals, upselling, or cross-selling initiatives.
What We Offer
- Fully remote work environment.
- Flexible part-time schedule.
- Collaborative and supportive team culture.
- Long-term growth opportunities as the company scales.
Interview Process
- Initial Application Review
- Intro Video
- Client Interview
- Offer & Onboarding
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