Description
Customer Success & Client Retention Expert – RemotePosition Type:Part-Time ( Location:Worldwide
Working Hours:Versátil (with availability for client meetings as needed)About the RoleAt Pavago, one of our clients is hiring aCustomer Success & Client Retention Expertto 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 OwnCustomer Success & Relationship ManagementBuild 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 PreventionIdentify 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 & AdoptionSupport 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 & ExperienceCollect 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 HealthMonitor 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 FitPassionate 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 & SkillsExperienceProven experience in:
Customer Success
Client Success
Account Management
Client Retention
Core SkillsStrong 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 HaveExperience in:
Saa S
Real Estate
Service-based businesses
Familiarity with customer success platforms such as:
Gainsight
Churn Zero
Intercom
Experience managing:
Renewals
Upsells
Cross-sell opportunities




Experience improving customer onboarding and retention programs.What a Typical Day Looks LikeReview customer health dashboards and engagement metrics.
Conduct proactive client check-ins and follow-up meetings.
Support onboarding for new customers.
Analyze customer feedback and identify improvement opportunities.
Monitor churn risks and implement retention strategies.
Update CRM records and customer success plans.
Collaborate with sales, operations, and leadership on customer initiatives.
Prepare reports on retention, satisfaction, and customer health.
In short:You'll help customers achieve long-term success by strengthening relationships, improving retention, and creating exceptional customer experiences that drive loyalty and business growth.Key Metrics for Success (KPIs)Customer Retention Rate
Customer Churn Rate
Net Promoter Score (NPS)
Customer Satisfaction (CSAT)
Customer Engagement
Renewal Rate
Customer Health Scores
CRM AccuracyWhy Join Us?
Flexible part-time remote role.
High ownership and direct impact on customer experience.
Collaborative and supportive team environment.
Opportunity to shape customer success strategies as the company grows.
Exposure to cross-functional collaboration with leadership, sales, and operations.
Long-term career growth opportunities in Customer Success and Client Experience.Interview ProcessApplication Review
Spark Hire Intro Video (3–5 minutes)
Client Interview
Offer & OnboardingWhat Happens After You ApplyAfter submitting your application, you'll receive an email invitation fromSpark Hireto record a short3–5 minute Intro Video.
This is the first step in our hiring process and can be completed whenever it's convenient for you.
Instead of multiple initial screening calls, you'll have one opportunity to introduce yourself, share your customer success experience, explain how you've improved customer retention, managed client relationships, reduced churn, and helped customers achieve long-term success.
Your video will be reviewed by the hiring team before moving to the client interview.
You can record your video as many times as you'd like before submitting it—only your final version will be reviewed.
Please keep an eye on both yourinboxandspam folderfor your Spark Hire invitation after applying.Apply Now

📌 Customer Success & Client Retention Expert (Zapopan)
🏢 Pavago
📍 Zapopan