客户成功与客户留存专家
Customer Success & Client Retention Expert
客户成功与客户留存专员 – 远程 | 兼职
职位类型：兼职，远程
时间安排：每周少于30小时
工作地点：远程 — 全球开放
职位简介
在Pavago，我们的一个客户正在招聘一名客户成功与客户留存专员，以加强客户关系、提升客户体验并减少客户流失。
该职位专注于客户上线之后的环节——确保客户看到价值、保持参与度、获得主动支持，并有充分的理由继续合作关系。
您将与领导层、销售和运营团队紧密合作，优化从入职到长期留存的客户旅程。
如果您有客户成功、客户管理、客户留存或客户体验方面的经验，并且喜欢建立持久的客户关系，这可能是一个很好的选择。
您将负责的内容
客户成功与关系管理
- 与现有客户建立并维护良好的关系
- 在客户生命周期中作为可信赖的联系人
- 主动进行客户访谈和后续跟进
- 了解客户的目标、担忧和期望
- 在问题变成流失原因之前识别潜在问题
- 确保客户始终获得及时专业的体验
客户留存与流失减少
- 制定并执行提高客户留存率的策略
- 识别可能不参与或有流失风险的客户
- 调查流失和不满的原因
- 制定主动的接触和重新参与策略
- 推荐能提高客户忠诚度和长期价值的改进措施
- 在适用的情况下支持续约对话
客户旅程优化
- 审视从入职到持续参与的完整客户旅程
- 识别摩擦点、沟通缺口和改进机会
- 帮助创建更一致和吸引人的客户体验
- 与内部团队合作实施客户体验改进
- 确保入职过程设定明确的期望并为客户长期成功奠定基础
客户反馈与洞察
- 通过以下方式收集客户反馈：
- 客户对话
- 调查
- NPS
- CSAT
- 持续的账户互动
- 识别模式和重复出现的客户问题
- 将反馈转化为清晰、可操作的建议
- 与领导层和相关团队分享客户洞察
查看英文原文
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
Originally posted on Himalayas