Sr Customer Success Manager

ACI Worldwide•Atlanta, GA

11d•Remote

About The Position

ACI Worldwide is seeking a Senior Customer Success Manager for ACI Speedpay’s government and insurance segments. The role owns a strategic portfolio of high-value biller clients, with accountability for retention, revenue growth, and forecast predictability. The Senior CSM builds executive relationships across multiple levels and understands clients’ strategic agendas well enough to influence them. The position leads conversation-led business reviews focused on client outcomes and measurable value, identifies commercial next steps, and partners with Sales on expansion. It also manages complex, high-value renewals and commercial negotiations, protects pricing, and coordinates internal teams to deliver client commitments and reduce retention risks. Account insights contribute to segment strategy and ACI’s roadmap through participation in CSM forums, business reviews, and peer learning. This is a strategic Customer Success role focused on owning outcomes, influencing the business, and helping build a function that ensures retention, drives growth, and anticipates risk. The position is remote or hybrid, involves approximately 25% travel (potentially more depending on client activity), and reports to the Director of Customer Success.

Requirements

At least 7 years of related experience, including payments experience.
Bachelor of Science or Bachelor of Arts degree, or 8 years of equivalent experience.
Expert-level payments knowledge.
Track record of turning clients into references and advocates.
Comfort with C-suite and board-level conversations, both with clients and within ACI.
Experience negotiating complex, high-value contracts and renewals.
Ability to work through ambiguity, plan independently, frame problems, and drive them to an owner and a date.
Discipline with CRM and customer success tools such as Salesforce and Gainsight.
Currently 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.

Nice To Haves

Government or insurance experience.

Responsibilities

Own retention, revenue growth, and forecast predictability for a strategic portfolio of high-value biller clients in government and insurance.
Build executive relationships at multiple levels and understand clients’ strategic agendas.
Lead client business reviews that measure value using client metrics and conclude with a commercial next step.
Partner closely with Sales on expansion opportunities.
Manage complex, high-value renewals and commercial negotiations with clear close plans.
Protect pricing and drive commercial success for all stakeholders.
Advocate internally for clients and coordinate Product, Operations, Support, Legal, and Finance to deliver commitments.
Identify and address client risks using fact-based advocacy.
Participate in CSM forums, business reviews, and peer learning.
Contribute account insights to segment strategy and ACI’s roadmap.