Customer Success & Client Retention Expert

Location: Azcapotzalco

Description
Customer Success & Client Retention Expert – Remote    Position Type:  Part-Time (

Location:

Worldwide

Working Hours:

Flexible (with availability for client meetings as needed)

About the Role   At Pavago, one of our clients is hiring a  Customer Success & Client Retention Expert  to strengthen customer relationships, improve retention, and deliver an exceptional client experience throughout the customer lifecycle.
This is not a reactive support role.
You’ll take ownership of customer success initiatives by proactively engaging clients, identifying churn risks, improving onboarding, and implementing retention strategies that increase customer satisfaction and long-term loyalty.
You’ll collaborate closely with leadership, sales, and operations to ensure every client receives ongoing value while helping the business improve retention and customer health.
If you enjoy building relationships, solving customer challenges, and turning satisfied clients into long-term advocates, this role is a strong fit.

What You’ll Own    Customer Success & Relationship Management    Build and maintain strong relationships with a portfolio of clients.
Serve as a trusted point of contact throughout the customer lifecycle.
Conduct proactive check-ins to understand customer goals, challenges, and opportunities.
Ensure customers consistently receive value from the company’s services.
Advocate for customers internally while maintaining strong business relationships.

Client Retention & Churn Prevention    Identify at-risk accounts before they become churn risks.
Develop and execute proactive retention strategies.
Improve customer engagement and long-term satisfaction.
Partner with leadership to reduce customer churn and strengthen client loyalty.
Support renewal conversations and identify opportunities to expand customer relationships.

Customer Onboarding & Adoption    Support new client onboarding to ensure a smooth transition.
Guide customers through implementation and early adoption.
Ensure customers achieve value quickly through structured onboarding.
Monitor engagement and proactively address adoption gaps.
Improve onboarding processes based on customer feedback and results.

Customer Feedback & Experience    Collect customer feedback through meetings, surveys, and ongoing conversations.
Analyze feedback to identify trends and improvement opportunities.
Translate customer insights into actionable recommendations.
Collaborate with internal teams to improve products, services, and customer experience.
Help build a customer-centric culture across the organization.

Reporting & Customer Health    Monitor and report on customer success metrics, including:
Customer Retention
Churn Rate
Net Promoter Score (NPS)
Customer Satisfaction (CSAT)
Maintain accurate CRM records and customer health updates.
Identify patterns, risks, and opportunities through data analysis.
Present recommendations to leadership to improve retention and customer outcomes.

What Makes You a Strong Fit    Passionate about helping customers succeed.
Excellent relationship builder with strong interpersonal skills.
Proactive and solutions-oriented.
Strong communicator who builds trust with clients.
Analytical mindset with the ability to turn customer feedback into action.
Organized and comfortable managing multiple customer relationships.
Self-motivated and successful in remote environments.

Required Experience & Skills    Experience    Proven experience in:
Customer Success
Client Success
Account Management
Client Retention
Core Skills    Strong understanding of:
Customer lifecycle management
Customer retention strategies
Relationship management
Customer engagement
Experience using CRM platforms such as:
Hub Spot
Salesforce
Similar CRM systems
Strong analytical and problem-solving skills.
Excellent written and verbal English communication.
Ability to interpret customer feedback and performance data.
Strong organizational and time-management skills.
Ability to work independently in a remote environment.

Nice to Have    Experience in:
SaaS
Real Estate
Service-based businesses
Familiarity with customer success platforms such as:
Gainsight
Churn Zero
Intercom
Experience managing:
Renewals
Upsells
Cross-sell opportunities
E…