Customer Success & Client Retention Expert

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