Account Manager / Retention Manager

Account Manager / Retention Manager (LATAM) **What is role about?**

We are opening an Account Manager role dedicated to the LATAM region. The person in this role will own the client relationship after the first deposit — driving activation, redeposits, and long-term trading activity across Latin American markets. This is a hands-on, client-facing role built around direct communication: calls, WhatsApp, and CRM-driven outreach. The role works closely with Sales, Payments, Compliance, and Analytics on a daily basis.

**What You Will Do:**

- Own an assigned LATAM client portfolio end-to-end after the first deposit: activation, redeposit, and retention — with a target of at least 85% of the portfolio active by month end
- Drive key personal metrics: Retention Rate post-FTD, Redeposit Rate, Churn Rate, Reactivation Rate, Trading Volume per cohort, Average Deposit Value
- Handle client communication: onboarding calls, trigger-based outreach through the dialer (inactivity, drawdown, withdrawal requests, and more), with a minimum of 2 hours of live client conversations per day
- Engage clients via WhatsApp, messengers, and Email/CRM retention campaigns — using approved templates, with follow-up and feedback on effectiveness
- Manage bonus/promo eligibility for portfolio clients and maintain CRM discipline: accurate statuses, call outcomes, next-step tasks
- Escalate payment, technical, and compliance issues and own the case until resolution; feed churn patterns back to Sales, Product, and Analytics
- Maintain full compliance with regional regulatory requirements and communication standards — no guaranteed-profit language, no investment advice

**What You Bring:**

- 1+ year of hands-on experience in retention, account management, or client success within CFD/Forex/Crypto — or a proven track record in high-ticket / premium-product sales with strong motivation to learn trading
- Proven track record of outbound client communication (calls, messengers, follow-up) and understanding of retention funnel mechanics: activation, redeposit, churn signals, reactivation
- Working knowledge of trading products (instruments, leverage, margin, spreads, order types) — enough to hold a credible conversation with an active trader
- Hands-on experience with CRM systems and telephony
- Analytical mindset and ability to distinguish a legitimate commercial conversation from a compliance breach
- Quiet, professional home working setup; presentable appearance for client video calls
- **Spanish — native. English — B2**

**Nice to Have:**

- Additional languages (Portuguese, Russian) and direct work experience in specific LATAM markets: Mexico, Brazil, Colombia, Argentina
- Understanding of the full client lifecycle: acquisition → activation → retention → reactivation
- Personal trading experience on a retail platform

**What We Offer:**

- KPI-based bonus system tied to portfolio quality and volume
- Full support from marketing, product, sales, and management teams
- Work with innovative AI-driven trading and copytrading products

Location: Remote - Argentina, Belize, Bolivia, Brazil, Chile, Colombia, Costa Rica, Cuba, Dominican Republic, Ecuador, El Salvador, Guatemala, Honduras, Mexico, Nicaragua, Panama, Paraguay, Peru, Puerto Rico, Uruguay, Venezuela

Skills required for this job:

• Account management
• CRM
• Compliance management
• Cryptocurrency trading
• Customer lifecycle management
• Customer retention
• Customer success
• Outbound calls
• Sales
• Telephone communication
• Trading