Customer Success & Client Retention Expert

TL;DR

Customer Success & Client Retention Expert (SaaS): Managing a portfolio of clients to improve retention and deliver an exceptional customer experience with an accent on proactive engagement and churn prevention. Focus on identifying at-risk accounts, optimizing onboarding processes, and analyzing customer health metrics to drive long-term loyalty.

Location: Remote (Worldwide)

Company

hirify.global is a candidate sourcing firm hiring on behalf of a client to strengthen their customer success and retention efforts.

What you will do

• Build and maintain strong relationships with a portfolio of clients as a trusted point of contact throughout the customer lifecycle.
• Identify at-risk accounts and execute proactive retention strategies to reduce churn and strengthen loyalty.
• Guide new clients through structured onboarding and implementation to ensure rapid value realization.
• Collect and analyze customer feedback to translate insights into actionable product and service improvements.
• Monitor and report on key success metrics including Retention Rate, NPS, and CSAT using CRM tools.

Requirements

• Proven experience in Customer Success, Client Success, Account Management, or Client Retention.
• Proficiency with CRM platforms such as HubSpot, Salesforce, or similar systems.
• Excellent written and verbal English communication skills.
• Strong analytical mindset with the ability to interpret performance data and customer feedback.
• Ability to work independently and successfully in a remote environment.

Nice to have

• Experience working within SaaS, Real Estate, or other service-based businesses.
• Familiarity with CS platforms such as Gainsight, ChurnZero, or Intercom.
• Experience managing renewals, upsells, and cross-sell opportunities.

Culture & Benefits

• Flexible part-time remote schedule (less than 30 hours per week).
• High level of ownership with direct impact on the overall customer experience.
• Collaborative and supportive team environment with cross-functional exposure.
• Opportunities for long-term career growth in Customer Success and Client Experience.

Hiring process

• Application review.
• Introductory video via Spark Hire (3-5 minutes).
• Client interview.