Customer Success & Client Retention Expert

Ovii's Interpretation of the Role

We are seeking a Customer Success & Client Retention Expert to boost client satisfaction, lower churn, and enhance the overall customer journey. The part‑time remote role partners with leadership and cross‑functional teams to craft proactive retention strategies and track key success metrics.

Role Snapshot

• Drive customer retention
• Analyze and optimize client journey
• Develop proactive retention strategies
• Support onboarding for new clients
• Collaborate with sales, operations, and leadership
• Monitor NPS, CSAT and churn metrics
• Remote part‑time position

Must-Have 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
• Data‑driven mindset for analyzing feedback and performance metrics
• Experience using CRM platforms such as HubSpot, Salesforce, or similar
• Strong organizational skills and ability to work independently in a remote setting
• Customer Success
• Account Management
• Client Retention

Nice-to-Have Signals

• Experience in real estate, SaaS, or service‑based industries
• Familiarity with customer success platforms like Gainsight, ChurnZero, or Intercom
• Experience with renewals, upselling, or cross‑selling initiatives
• Real estate, SaaS, or service‑based industry experience
• Renewals, upselling, cross‑selling

Work Setup

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

Eligibility Gates

• Visa sponsorship: unknown

Not Specified in JD

• Salary range
• Visa sponsorship
• Benefits

What You'll Likely Work On

• Analyze the end‑to‑end customer journey and identify improvement opportunities
• Create and execute proactive retention programs to reduce 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 ensure early success
• Partner with sales, operations, and leadership to align success initiatives
• Track and report on retention, churn, NPS and CSAT metrics

Good Fit If You Have

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