We're Hiring: Retention Manager | iGaming / Fintech

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We're looking for a Retention Manager to join our international fintech team and take ownership of merchant retention, portfolio growth, and long-term client relationships.

If you understand payments, know how to spot churn risks before they become a problem, and can turn existing merchant relationships into sustainable growth, we'd like to hear from you.

What you'll do

Manage and develop relationships with existing merchants

Monitor merchant activity, transaction volumes, revenue, and payment performance

Identify churn risks and build retention plans for at-risk accounts

Reactivate inactive or declining merchants

Identify upsell and cross-sell opportunities

Help merchants increase volumes and expand their use of our payment solutions

Coordinate with Sales, Finance, Analytics, Technical Support, Compliance, and Operations

Handle merchant escalations and drive issues through to resolution

Track portfolio performance and report on retention, churn, reactivation, and growth

What we're looking for

2+ years in Retention, Account Management, Customer Success, Sales, or Business Development

Experience in iGaming, fintech, PSPs, acquiring, payment processing, high-risk payments, or related industries





Strong commercial mindset and confidence working with numbers

Good understanding of transaction volumes, conversion/approval rates, and payment performance

Strong negotiation and relationship management skills

Proactive approach: you don't wait for a merchant to tell you they're leaving

Professional English

Strong Excel / Google Sheets and CRM skills

Your key KPIs will include:

Merchant retention

Revenue retention

Churn reduction

TPV/turnover growth

Reactivation

Upsell & cross-sell

Portfolio revenue growth

We're looking for someone who can combine strong merchant relationships with data and commercial thinking.

You'll have real ownership of your portfolio and a clear goal: xsgfvud keep valuable merchants active, growing, and engaged with us.

What we offer

100% remote work

Competitive salary + performance-based bonuses tied to clear and measurable results A strong international team with solid expertise in fintech, payments, and iGaming

Direct communication and quick decision-making without unnecessary bureaucracy

Real ownership of your merchant portfolio and the freedom to influence results

Opportunity to work with international merchants, markets, and payment solutions

Professional growth in a fast-moving fintech environment A role where your impact on retention, revenue, and portfolio growth is visible and recognized

📌 Retention Manager (iGaming) (Madrid)
🏢 BigIdea FinTech Group
📍 Madrid