Sr Customer Success Manager

ACI Worldwide•Atlanta, GA

About The Position

ACI Worldwide is seeking a Senior Customer Success Manager for its Speedpay Government and Insurance segments. The role owns retention, revenue growth, and forecast predictability for a strategic portfolio of high-value biller clients. It is part of ACI’s effort to build Customer Success into a strategic retention and growth function rather than a reactive account-management function. The Senior Customer Success Manager develops executive relationships across client organizations, learns clients’ strategic agendas, leads value-focused business reviews, and partners with Sales on expansion. The role also leads complex renewals and commercial negotiations, advocates internally for clients, and coordinates with Product, Operations, Support, Legal, and Finance to fulfill commitments. Account insights contribute to segment strategy and ACI’s roadmap through participation in the CSM forum, business reviews, and peer learning. The position may be remote or hybrid and involves approximately 25% travel, potentially more depending on client activity. It reports to the Director of Customer Success. Applicants must already be authorized to work in the United States on a full-time basis; employment visa or work-permit sponsorship is not offered now or in the future.

Requirements

At least 7 years of related experience, including payments experience.
Expert-level payments knowledge.
Track record of turning clients into references and advocates.
Comfort with C-suite and board-level conversations, with clients and within ACI.
Experience negotiating complex, high-value contracts and renewals.
Comfort with ambiguity and ability to plan independently, frame problems, and drive them to an owner and a date.
Discipline using CRM and customer success tools such as Salesforce and Gainsight.
BS/BA degree or 8 years of equivalent experience.
Currently authorized to work in the United States on a full-time basis; ACI does not offer employment visa or work-permit sponsorship.

Nice To Haves

Government or insurance experience is a strong plus.

Responsibilities

Own retention, revenue growth, and forecast predictability for a portfolio of high-value biller clients in the government and insurance segments.
Build executive relationships with client sponsors at multiple levels and understand clients’ strategic agendas.
Lead conversation-focused business reviews, measure value using client metrics, and conclude reviews with a next commercial step.
Partner closely with Sales on client expansion.
Manage complex, high-value renewals with clear close plans; protect pricing and drive commercial success for stakeholders.
Advocate for clients internally and coordinate Product, Operations, Support, Legal, and Finance to deliver commitments.
Participate in the CSM forum, business reviews, and peer learning; share account insights to inform segment strategy and ACI’s roadmap.
Help build a Customer Success function focused on retention, growth, and proactive risk prediction.