Manager of Customer Success

Company Overview

American Estate & Trust (AET) is a leading trust firm based in Las Vegas, Nevada. The company focuses on delivering forward-looking financial solutions for clients and partners, while operating with a strong emphasis on integrity, capability, and regulatory compliance. AET is required to maintain capital reserves and bonding, and it is overseen and periodically examined by Nevada’s Financial Institutions Division (FID), with continuing review of its principals. The organization combines strong oversight with modern technology to support meaningful outcomes for its customers.

Role Overview

The Manager of Customer Success is a full-time, on-site position in Las Vegas. This role leads the customer success function and is accountable for helping business clients realize the full value of AET’s trust and financial offerings. The person in this role will manage a portfolio of business accounts, oversee onboarding and implementation, and stay closely connected to client satisfaction, retention, and relationship health.

This position suits someone who can respond thoughtfully to changing client needs, handle unexpected requests with good judgment, and avoid relying on rigid processes when flexibility is required. The role involves working closely with internal teams to solve complex client issues, identify opportunities to increase product adoption, and manage relationship risk. A large part of the job is building strong client relationships, reviewing usage and performance data, preparing customer health reporting, and creating a highly personalized service experience. The manager will also support and mentor the customer success team while continuously improving the overall client experience.

Responsibilities

• Lead the customer success function and ensure clients get maximum value from AET’s trust and financial solutions.
• Own and manage a portfolio of business accounts.
• Oversee onboarding and implementation for client businesses.
• Monitor customer satisfaction, retention, and overall relationship health.
• Handle new or unusual client requests with practical judgment and adaptability.
• Work with internal teams to resolve complex client problems.
• Identify opportunities to deepen product usage and adoption.
• Manage risk across client relationships.
• Build and maintain strong, trust-based client relationships.
• Analyze client usage and performance data and turn findings into action.
• Prepare customer health reports.
• Deliver a high-touch, personalized client experience.
• Mentor the customer success team and help raise service standards.

Requirements

• A strong customer-first attitude with a history of improving satisfaction and retention.
• Comfort interpreting client data, recognizing trends, and converting insights into action.
• Experience managing accounts, balancing multiple client relationships, and supporting renewals and growth.
• Excellent communication skills and a polished, professional manner.
• A high-touch approach to client service with careful attention and consistent follow-through.
• Strong adaptability and comfort working in changing, ambiguous situations.
• Ability to stay calm, resourceful, and efficient when client needs shift unexpectedly.
• Strong prioritization skills and the ability to work quickly in a fast-paced environment.
• Background in customer success, client services, or relationship management, preferably in financial services or fintech.
• Leadership or mentoring experience with customer-facing teams is an advantage.
• Bachelor’s degree in Business, Finance, Communications, or a related area, or equivalent relevant experience.
• Knowledge of trust services, compliance frameworks, or regulated financial institutions is a plus.

Additional Information

This role is based in Las Vegas, Nevada, and requires in-person attendance. The organization operates in a regulated financial environment and expects high standards of honesty, competence, and compliance. The role is full-time.