Dir Customer Success

ACI Worldwide Job Opportunities

9d•Remote

About The Position

The Director of Customer Success leads a dynamic team through a period of strategic transformation, shifting from a reactive support model to a proactive, client-centric approach. This role is responsible for cultivating deep client trust and intimacy by championing value-added activities and solution selling, ensuring Speedpay’s clients achieve measurable success and long-term partnership.

Requirements

Proven experience in customer success, account management, or related leadership roles.
Demonstrated ability to lead teams through transformation and change.
Strong consultative selling and relationship-building skills.
Strategic thinker with a passion for client advocacy and business growth.
Excellent communication, coaching, and analytical abilities.

Responsibilities

Transformational Leadership: Guide and inspire the Customer Success team to embrace proactive engagement, anticipating client needs and delivering tailored solutions that drive business outcomes.
Client Trust & Intimacy: Foster strong, consultative relationships with clients, positioning Speedpay as a trusted advisor through regular value-driven interactions and strategic account management.
Value-Added Activities: Identify and implement initiatives that go beyond traditional support, such as business reviews, success planning, and educational workshops, to maximize client value and satisfaction.
Solution Selling: Equip the team with the skills and mindset to uncover client challenges and present Speedpay’s offerings as integrated solutions, driving adoption and expansion.
Team Development: Mentor and develop team members, instilling a culture of continuous improvement, collaboration, and accountability.
Metrics & Outcomes: Establish clear success metrics, monitor performance, and communicate impact to stakeholders, ensuring alignment with organizational goals.
Change Management: Lead the team through change, communicating vision, addressing concerns, and celebrating milestones to ensure buy-in and sustained progress.