Account Manager - Client Retention & Growth (Remote)

About the company

At the company, we connect top bilingual talent from Latin America with leading global companies. Our people are the heart of our business, and we are proud to be certified as a Great Place to Work® (2025–2026)—proof that an exceptional employee experience leads to outstanding client results.

About the Role

We are seeking a proactive and results-driven Account Manager to foster strong long-term client relationships, maintain high customer satisfaction, and drive account expansion. Reporting directly to the Growth Director, this is a 100% remote, full-time position for experienced account management and client success professionals in Latin America.

In this role, you will serve as the primary point of contact for assigned client accounts, ensuring service quality, handling issues proactively, and identifying upselling opportunities (adding full-time team members to client accounts). If you excel at client retention, cross-functional coordination, and consultative account growth within high-touch remote environments, this position offers direct business impact and career development.

Key Responsibilities

• Client Relationship Management & Retention: Conduct regular client check-ins to monitor productivity, evaluate relationship health, identify account risks early, and execute retention strategies to minimize churn.

• Account Expansion & Upselling: Identify account growth opportunities, present qualified candidate profiles to clients, schedule onboarding sessions, and achieve monthly add-on goals (e.g., 2 FTE add-ons per month).

• Placement & Operational Coordination: Partner with Trial, HR, and Recruitment teams to source, vet, and introduce candidates for open client seats while maintaining accurate internal placement databases.

• Issue Resolution & Account Advocacy: Act as the main problem solver for client concerns, manage escalations promptly, and continuously measure client satisfaction to improve service delivery.

• Client Advocacy & Brand Assets: Proactively gather customer testimonials, reviews, referrals, and success stories to collaborate with Marketing on case studies.

• Feedback & Cross-Functional Collaboration: Provide constructive feedback to HR and Recruitment on candidate performance, deliver recruitment search updates to clients, and participate in management reviews on account health.

Requirements

• Fluent English & Spanish (C1-C2 level required).

• 2–4 years of experience in B2B Account Management, Client Success, or Client Relations.

• Proven track record in account retention, churn reduction, and closing B2B upsells/account expansions.

• Excellent cross-functional coordination skills (working with HR, Recruitment, and Operations).

• Strong experience using HubSpot CRM (or similar CRMs) for pipeline management and client tracking.

• Experience in BPO, nearshore staffing, or virtual assistant services preferred.

• Quiet home office, stable internet (≥ 10 Mbps down / 2 Mbps up), and backup connection.

• Bachelor’s or Associate’s degree preferred.

Benefits

Our Core Values at Work

We live by ACTION (get things done), CARE (help others and do things right), OUTSTANDING (operate at the highest standards), DEPENDABLE (own every commitment), and ENERGY (bring positivity every day). You’ll thrive here if these values resonate with you.

What We Offer

• Hourly rate equivalent to approximately USD $1,044 per month + uncapped Upselling Commissions

• Paid time off and performance bonuses.

• Monthly medical insurance stipend after meeting eligibility criteria.

• Birthday and work-anniversary bonuses.

• Gym and wellness allowance.

• Unlimited online fitness classes.

• Company events and Christmas celebrations.

More information about the payment structure will be discussed further in the process.

IMPORTANT

We would like to inform you that during the first four months of employment, it is critical that candidates are available to work from the countries listed above and without any travel commitments. This is to ensure a smooth onboarding process and to allow new hires to fully focus on their roles and responsibilities.

If you have a trip already planned within the next four months, we kindly request that you apply for our positions after returning from your trip. We appreciate your understanding and look forward to considering your application once you are available to commit to the role.