Customer Retention Manager

What we’re looking for

We’re looking for a Customer Retention Manager to take ownership of our customer retention, reactivation and lifecycle relationship strategy.

This role combines strategic thinking, automation and hands-on customer communication. You’ll create systems to identify users at risk of leaving, reactivate inactive customers and increase long-term customer value.

Alongside automated campaigns, you’ll personally engage with selected customers, particularly high-value users and those with strong reactivation potential.

You’ll work closely with Marketing, Product, Support and Development to understand customer behaviour, identify recurring issues and turn those insights into actions that improve retention, repeat purchases and the overall customer experience.

About Crypto Fund Trader

CFT is a crypto prop firm with a fully in-house platform: 100% digital, secure and built to help traders grow their trading careers.

We’re a young, agile team in constant evolution. Your work will have a direct impact on customer loyalty, reactivation, recurring purchases and how we build long-term relationships with our traders.

Responsibilities

• Define and own our customer retention and reactivation strategy.
• Design lifecycle communications for onboarding, activation, inactivity, reactivation, repeat purchases and customer feedback.
• Build and maintain automated retention flows based on customer behaviour and lifecycle stage.
• Segment customers according to value, activity, behaviour, risk of churn and reactivation potential.
• Identify early signs of disengagement and take action before customers leave.
• Personally contact selected customers, particularly high-value users, inactive customers and users with strong reactivation potential.
• Adapt each communication to the customer’s history, behaviour and specific situation.
• Develop strategies to increase repeat purchases, customer lifetime value and long-term loyalty.
• Collect and organize customer feedback, churn reasons, objections and recurring pain points.
• Create win-back campaigns and personalized reactivation initiatives.
• Run A/B tests across messages, offers, timing, frequency, segments and communication channels.
• Measure the performance of retention initiatives and translate the results into clear actions.
• Monitor key metrics such as retention, reactivation, repeat purchase rate, churn and customer lifetime value.
• Coordinate with Marketing and Development to implement automations, tracking and customer journeys.
• Share customer insights and recurring patterns with Marketing, Product and Support.
• Help improve the overall customer experience without turning the role into reactive customer support.

Requirements

• Experience in customer retention, CRM, lifecycle marketing, revenue-focused customer success or a similar role.
• Proven ability to build segmentation strategies, automated flows and reactivation campaigns.
• Excellent written English and strong communication skills, with the ability to adapt messaging and speak directly with different types of customers.
• Commercial empathy and the ability to understand customer needs while maintaining a clear focus on retention and revenue rather than reactive support.
• Strong analytical skills and confidence using customer and campaign data to improve retention, reactivation, repeat purchases and customer lifetime value.
• Ability to combine strategic planning with hands-on execution, working autonomously and staying highly organized.
• Fluent English is required. Spanish is highly valued.
• Experience in crypto, trading, fintech or similar industries is a plus.

Important note about the role

This is not a Customer Support position.

The main objective is not to manage incoming support requests, but to prevent customer churn, recover inactive users, strengthen customer relationships and increase their long-term value.

What we offer

• Full-time freelance contract.
• 100% remote work and flexible hours.
• A real product and a fast-moving project with sustained growth.
• A young, flat and collaborative team.
• Autonomy to shape our retention strategy, priorities and experimentation.
• Direct access to customer insights and the ability to influence Marketing, Product and Support decisions.
• The opportunity to build our customer retention function and processes from the ground up.
• Highly competitive compensation, aligned with your experience and contribution.

Interested?

If you don’t tick 100% of the boxes, that’s fine. We value your attitude, ownership, communication skills and ability to generate measurable results.

When applying, please send your CV and, if possible, two or three short examples of retention, reactivation or lifecycle initiatives you’ve managed. Please briefly explain the situation, the actions you took and the results achieved.