Client Success Manager

American First Finance - Coppell, TX

Full-time - Mid Level

Coppell, TX

Rental and Leasing Services

About the position

The Client Success Manager at American First Finance is responsible for maintaining and enhancing business relationships with key strategic accounts. This role focuses on understanding partnership goals and challenges to drive product adoption, retention, and program expansion. The CSM will leverage their influence and experience to maximize the value of AFF solutions for customers.

Responsibilities

• Achieve and exceed monthly and quarterly assigned targets and projections.
• Use a consultative approach to drive product adoption, engagement, and expansion across our portfolio of key relationships.
• Act as the go-to person and escalation point for issues and opportunities within the partnership team.
• Monitor partnership health, usage, and evolving needs, executing playbooks to assist them in maximizing value from our solutions.
• Maintain a deep understanding of the product and communicate features and functionality that will improve workflow.
• Gather and communicate customer/partnership feedback and feature requests to inform key product discussions.
• Occasionally travel to meet merchants in person, identify expansion opportunities, manage upsells in partnership with the Client Success Director, and coordinate cross-sell opportunities.
• Conduct competitor analysis routinely to drive strategy and close gaps.
• Work collaboratively with cross-functional teams (Marketing, Data Science, IT, etc.) to achieve merchant/AFF goals.
• Accurately track, report, and present the performance of top merchant partners and the impact of new initiatives.
• Train new/existing merchants on the benefits of using the AFF solution and how to most effectively use our system to grow their business.
• Actively engage existing merchants within your assigned portfolio by building and maintaining rapport, providing information and value, resolving concerns, supplying needed training, and marketing materials.
• Determine and execute appropriate level of merchant engagement, including weekly, monthly, and quarterly business reviews.
• Ability to track and adhere to departmental budget spending guidelines.

Requirements

• Associate degree in a relevant field or equivalent experience.
• Minimum of 1 year supporting a large business relationship in a Client Success or Account Executive role.
• Proven experience working in a client-facing role.
• Strong interpersonal skills and a track record of building collaborative relationships.
• Familiarity with sales cycles in competitive markets, technical aptitude, and proficiency with Excel, PowerPoint, and Microsoft.
• Knowledge of sales techniques and tools.
• Exceptional presentation, organizational, and communication skills (both written and verbal).

Benefits

• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• 401(k) matching
• Opportunities for advancement