Customer Success & Client Retention Expert

Ovii's Interpretation of the Role

We seek a Customer Success & Client Retention Expert to boost satisfaction, lower churn, and nurture long‑term relationships. The role works remotely, collaborating with leadership and cross‑functional teams to shape proactive retention strategies and support onboarding.

Role Snapshot

• Drive client retention and reduce churn
• Analyze and optimize the customer journey
• Develop proactive retention strategies
• Support onboarding and client success
• Collaborate with sales, operations, and leadership
• Monitor retention, churn, NPS, and CSAT metrics

Must-Have Requirements

• Customer Success / Account Management / Client Retention experience
• Strong understanding of customer lifecycle and retention strategies
• Proficiency with CRM platforms such as HubSpot or Salesforce
• Excellent written and verbal English communication
• Data‑driven mindset for analyzing feedback and metrics
• Proven experience in Customer Success, Account Management, or Client Retention

Nice-to-Have Signals

• Experience in real estate, SaaS, or service‑based industries
• Familiarity with Gainsight, ChurnZero, or Intercom
• Experience with renewals, upselling, or cross‑selling initiatives

Work Setup

• Location: Philippines
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: Philippines
• Employment type: Part-Time

Eligibility Gates

• Visa sponsorship: unknown

Not Specified in JD

• Salary range
• Visa sponsorship
• Security clearance
• Background check
• Notice period

What You'll Likely Work On

• Analyze the end‑to‑end customer journey to uncover improvement opportunities
• Create and execute proactive retention programs aimed at lowering churn
• Gather and interpret customer feedback to drive actionable insights
• Maintain regular, proactive communication to build strong client relationships
• Assist new clients during onboarding to set them up for success
• Partner with sales, operations, and leadership to align success initiatives
• Track and report key metrics such as retention rate, churn, NPS, and CSAT

Good Fit If You Have

• Background in real estate, SaaS, or service‑based sectors
• Hands‑on experience with Gainsight, ChurnZero, or Intercom platforms
• Track record of handling renewals, upselling, or cross‑selling