Sr Customer Success Manager

Responsibilities

The Senior Customer Success Manager manages a portfolio of strategic accounts to drive revenue growth, retention, and product adoption. They act as a trusted advisor to clients, coordinating with internal teams to ensure successful payment program optimization and value realization.

Requirements

Candidates must possess a Bachelor's degree and at least 8 years of relevant experience, specifically within the payments industry. Strong skills in C-suite communication, contract negotiation, and managing complex stakeholder relationships are required.

Skills

• Customer success
• Payments ecosystem
• Strategic account management
• Revenue growth
• Contract negotiation
• C-suite presentation
• Relationship management
• Merchant payments
• Stakeholder management
• Consultative selling
• Account retention
• Business strategy
• Customer advocacy
• Project management
• Technical communication

Benefits

• Career development
• Growth opportunities
• Competitive compensation

About this role

Powering the world’s payments ecosystem

ACI powers the payments ecosystem – globally, and you power ACI.  You’ll
innovate, collaborate, and grow – in an energetic technology culture with
decades of proven success.  ACIers – in all roles and levels – are truly your
colleagues and many are your friends. Our size and reach allow you to see the
global impact of your work. You are visible, your talents are valued, and you
are empowered to shape the future of payments.

As a Sr. Customer Success Manager – Merchant (remote), you will join a diverse,
passionate team, dedicated to powering the world’s payments ecosystem!

This Purpose of this Role

The Customer Success Team is central to the ACI customer experience, guiding
clients from onboarding through adoption, expansion, and ongoing value
realization. Acting as trusted advisors, we align solutions to customer goals
and challenges.

The Senior Customer Success Manager (Senior CSM) owns a portfolio of strategic
accounts, responsible for retaining and growing revenue while building strong,
long-term relationships. They ensure customers are supported, informed, and
successful in using ACI products and services.

Senior CSMs drive customer outcomes and maximize value by understanding client
needs, pain points, and objectives. They collaborate with internal teams
including support, consulting, operations, sales, onboarding, finance, and
leadership to strengthen relationships and deliver results.

Reporting to the Director of Customer Success, the role champions ongoing value
beyond initial sale by educating customers on new features, best practices, and
industry trends. Success is measured by predictable growth within the book of
business, increased customer loyalty, and advocacy that strengthens ACI’s
reputation and informs business strategy.

A typical day at ACI for a Sr. Customer Success Manager - Merchant:

* Responsible for growing revenue for a book of business that includes multiple
strategic accounts and/or 

* has direct influence on ACI's P&L and market reputation  

* Demonstrates consistent growth/predictability in assigned book of business  

* Drive success for ACI customers with fast, simple, and secure payments, from
around the world. 

* Consult customers on their journey to optimize their payments program
through 

* adoption/renewal/expansion of ACI solutions. 

* Communicate/negotiate commercial and high-level technical interactions to
deliver positive outcomes. 

* Understand customers' business challenges and industry trends to consult on
how ACI can support their 

* objectives and influence their roadmap. 

* Serve as a trusted advisor to customers establishing, maturing, and executing
their payment strategies. 

* Function as a customer's single point of contact with ACI, while
coordinating/collaborating within ACI 

* teams to deliver on customer commitments and experience. 

Knowledge, Skills and Experience needed to succeed in this role: 

* BS/BA degree and 8+ years of related experience.

* Experience in payments required; experience in merchant vertical preferred

* Successfully integrated with and is proficient presenting at C-Suite/ Board
level.

* Ability to present and facilitate discussions with payments decision makers
and working teams 

* Ability to negotiate complex, high value contracts, including renewals 

* Experience resolving complex scenarios, requiring alignment of internal and
external stakeholders to enable customers to succeed and grow their assigned
book of business 

* Self-directed planning & interactions with some direction on complex issues 

Work Environment:

* Standard office or remote work environment
* Majority of time spent on PC (Phys. Req.)

Core Capabilities:

We seek colleagues who embody our core capabilities — these shape our culture
and enable us to make a meaningful impact together:

* Ensure Accountability: holding self and others accountable to meet
commitments.

* Drives Results: consistently achieving results, even under tough
circumstances.

* Customer Focus: building strong customer relationships and delivering
customer-centric solutions.

* Cultivate Innovation: creating new and better ways for the organization to be
successful.

* Collaborates: building partnerships and working collaboratively with others.

* Courage: stepping up to address difficult issues, saying what needs to be
said.

Applicants must be currently authorized to work in the US on a full-time basis.
This position does not offer sponsorship for employment visa status or work
permit now or in the future.

In return for your expertise, we offer opportunities for growth, career
development, and a competitive compensation and benefits package—all within an
innovative and collaborative work environment.

Are you ready to help us transform the payments ecosystem? To learn more about
ACI Worldwide, visit our web site at www.aciworldwide.com
[http://www.aciworldwide.com] or careers.aciworldwide.com
[https://careers.aciworldwide.com], requisition #20286.

ACI Worldwide is an AA/EEO employer in the United States, which includes
providing equal opportunity for protected veterans and individuals with
disabilities, and an EEO employer globally.

Important Notice About Recruitment Scams
Job seekers should be aware of ongoing recruitment scams where individuals or
organizations impersonate legitimate companies to offer fake job opportunities.
These scams often involve requests for personal information, payments, or
interviews through unofficial channels. Please be cautious and verify any
communications claiming to be from our company (www.aciworldwide.com
[http://www.aciworldwide.com] / @aciworldwide.com). 

The ACI Worldwide recruitment team will always follow official channels and will
never request payment.

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About ACI Worldwide

Software Development · 1,001-5,000 employees · headquartered in Elkhorn, Nebraska