Customer Success Specialist

American Estate & Trust (AET) is a premier trust company headquartered in Las Vegas, Nevada, dedicated to delivering innovative financial solutions to clients and partners. We hold ourselves to the highest standards of honesty, competence, and compliance, and we use technology to stay ahead in a fast-moving financial landscape. AET maintains required capital reserves and bonding and is regulated and regularly examined by Nevada's Financial Institutions Division (FID), with ongoing review of its principals.

We believe that pairing strong regulatory oversight with modern technology drives meaningful innovation for our customers.

The Account Manager is a full-time, in-person role on our customer success team, reporting to the Customer Success Manager. You'll help client businesses get maximum value from AET's trust and financial solutions by supporting a portfolio of business accounts, guiding onboarding and implementation, and keeping a close pulse on client satisfaction and retention. Because our business and our clients' needs change constantly, this role calls for someone who can think on their feet, meeting new and unexpected requests with creativity and sound judgment rather than rigid playbooks.

You'll partner with internal teams to resolve client issues, spot opportunities to deepen product adoption, and help manage risk across relationships. Day to day, that means building genuine relationships with clients, digging into usage and performance data, preparing customer health reports, and delivering a white-glove experience where every client feels personally taken care of. You'll work closely with the Customer Success Manager, escalating complex matters and sharing what you learn to help the team continually raise the bar on the client experience.

• Support a portfolio of business accounts, serving as a reliable day-to-day point of contact.
• Guide clients through onboarding and implementation of AET's trust and financial solutions.
• Monitor client satisfaction, usage, and retention, and flag risks early.
• Interpret customer data to spot trends and turn them into action.
• Prepare customer health reports and account updates.
• Partner with internal teams to resolve client issues and requests.
• Identify opportunities to deepen product adoption and support renewals and expansion.
• Escalate complex issues to the Customer Success Manager and contribute ideas to improve the client experience.

• Bachelor's degree in Business, Finance, Communications, or a related field, or equivalent relevant experience.

• A genuinely customer-first mindset, with a focus on satisfaction and retention.
• Strong analytical skills, comfortable interpreting customer data, spotting trends, and turning them into action.
• Account support experience, including juggling multiple client relationships and supporting renewals and expansion.
• Excellent communication skills and a polished, professional presence with clients and colleagues alike.
• A white-glove, high-touch approach to client relationships, where attentiveness and follow-through are second nature.
• Adaptability above all: comfort working amid ambiguity and frequent change, staying calm and resourceful when clients ask for something new, and keeping the experience smooth without leaning on rigid process.
• Ability to prioritize and move quickly in a fast-paced environment without dropping the ball.
• Experience in customer success, client services, or relationship management, ideally in financial services or fintech.

• Familiarity with retirement accounts, trust services, compliance frameworks, or regulated financial institutions is a plus.