Customer Success & Client Retention Expert
Posted 9 Sep 2026
BranchFactor Summary
The original posting with the fluff stripped out
- Management level
- Individual contributor
- Employment
- Remote
- Contract
- Part-time
No salary listed for this role.
Customer Success & Client Retention Specialist – Remote | Part-Time
Position Type: Part-Time, Remote
Schedule: Less than 30 hours/week
Location: Remote — Open Worldwide
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.
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