Customer Retention Manager Jobs in Decatur, GA (NOW HIRING)

LOCATION: Remote

REPORTS TO: VP, Account Management and Growth

KEY RELATIONSHIPS AND TEAM: In this role, the Account Manager III will work closely with lender client stakeholders and decision-makers to strengthen partnerships, drive retention, and expand long-term value. Internally, this position will partner cross-functionally with Sales, Marketing, Product, Operations, and Leadership to align customer goals with F&I Sentinel’s strategy and ensure a seamless client experience.

THE OPPORTUNITY: As an Account Manager III, you will play a critical role in strengthening lender customer retention and satisfaction by owning the end-to-end client experience for assigned accounts. In this highly collaborative, individual contributor role, you will manage and expand lender relationships through proactive engagement, ensuring F&I Sentinel services remain aligned with each client’s strategic goals while continuously identifying opportunities to deliver additional value.

You will execute against company objectives by aligning account-level initiatives with FIS’s vision and mission, monitoring performance through KPIs, engaging cross-functional stakeholders, and adapting plans based on client needs and risk mitigation. Serving as a trusted advisor, you will influence outcomes from strategy through execution while providing exceptional support to sales and marketing efforts to enhance efficiency and deepen lender engagement. This position will require travel to assigned lender locations and events and is remote-based.

Specifically, the Account Manager III will have responsibility to:

• Drive customer retention and satisfaction for assigned lender accounts by executing strategies to address churn risks and enhance the client experience.
• Own the development and maintenance of lender client relationships through proactive outreach and ongoing engagement.
• Align account-level objectives and initiatives with FIS’s vision and mission; track and report on KPIs, identify risks, and implement mitigation strategies.
• Establish and grow long-term relationships with lender clients by consistently delivering value and identifying opportunities for expansion.
• Ensure FIS services are aligned with lender clients’ strategic goals by developing a deep understanding of their business and acting on feedback to improve outcomes.
• Serve as a trusted advisor to lender clients, influencing decisions and driving results from strategy through execution.
• Partner cross-functionally with Sales, Marketing, Product, and Operations to support client needs, improve processes, and enhance customer engagement.
• Support sales and marketing initiatives, including renewals, upsell opportunities, and client advocacy efforts.
• Maintain accurate account plans, forecasts, and client health indicators within CRM and reporting tools.
• Travel as needed to support lender relationships and business objectives.
• Other duties as assigned.

Professional Qualifications:

The following knowledge, skills, education, and experiences are required:

• Bachelor’s degree or a minimum of 5+ years of experience in business, account management, or a related field.
• Proven experience managing complex client relationships with accountability for retention, renewals, and growth outcomes.
• Strong ability to build and maintain senior-level client relationships, serving as a trusted advisor from strategy through execution.
• Demonstrated success executing customer retention strategies and addressing churn drivers through proactive engagement.
• Strong cross-functional collaboration skills, with the ability to work effectively across Sales, Marketing, Product, and Operations.
• Experience tracking and managing KPIs, performance metrics, and account health indicators.
• Ability to identify risks, develop mitigation strategies, and navigate complex client situations with professionalism and sound judgment.
• Excellent communication, presentation, and negotiation skills.
• Strong organizational and prioritization skills, with the ability to manage multiple lender accounts and initiatives simultaneously.
• Willingness and ability to travel to assigned lender locations.

The following knowledge, skills, and experiences are preferred, but not required:

• Master’s degree in business, account management, or related field.
• Experience in SaaS, fintech, automotive, lending, or compliance-related industries.
• Familiarity with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight, Zendesk).
• Familiarity with voluntary protection plans sold on indirect loans
• Experience working in fast-paced or high-growth environments.

Why Consider Joining FIS now?

• The business is poised for accelerated growth
• The company's story is one of protecting financial institutions and consumers alike with respect to F&I products.
• Be a part of an innovative company at the forefront of automotive finance technology.
• Lead a dynamic team dedicated to making a significant impact in the industry.
• Enjoy a collaborative and supportive work environment with opportunities for professional growth and development.

The following behaviors are required:

• Attitude – has a positive energy that is contagious and has a “can do” attitude. Thinks big and takes on big challenges – sets challenging targets, never satisfied with results, achieves results the right way – planning, perseverance, and overcomes obstacles.
• Approach – Tolerant of others and culture while being able to influence team toward common goal. He/she will be a great communicator who will be empathetic of culture while actively pursuing an agenda of continuous improvement.
• Change – implements change with a “down to earth” approach. Comfortable managing ambiguity & complexity.
• Collaborative – charts course with colleagues having sought their views.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Delivery – achieves commitments and delivers personal objectives and those of the team. Demonstrates passion and innovation to continuously deliver improved results without taking “short cuts.”
• Ethics -Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Emotional Intelligence – Recognize, understand, manage, and express emotions effectively in oneself and others involving a combination of self-awareness, self-regulation, empathy, and social skills.
• Influence – persuades others to pursue a course of action.
• Integrity and trust - Operates with transparency, discretion, and reliability to strengthen internal and external trust.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Organization and planning – plan and organize in an effective manner focusing on the key priorities.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Ownership and accountability - Takes full responsibility for results, performance metrics, and continuous improvement.
• Proactive and solutions-driven - Anticipates risks, addresses issues early, and consistently brings forward actionable solutions.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Strong leadership presence - Leads with confidence, professionalism, and credibility—internally and externally.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

F&I Sentinel is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, or other characteristics protected by law.