Sr Customer Success Manager

ACI Worldwide•United States,

1d•Remote

About The Position

The Senior Customer Success Manager – Merchant owns a portfolio of strategic accounts and is responsible for retaining and growing revenue while building strong, long-term customer relationships. The role guides clients from onboarding through adoption, expansion, and ongoing value realization, ensuring they are supported, informed, and successful using ACI products and services. The Senior CSM drives customer outcomes by understanding client needs, pain points, and objectives, and by collaborating with internal teams such as support, consulting, operations, sales, onboarding, finance, and leadership. Reporting to the Director of Customer Success, the role champions value beyond the initial sale by educating customers about new features, best practices, and industry trends. Success is measured by predictable growth in the assigned book of business, customer loyalty, and advocacy that strengthens ACI’s reputation and informs business strategy. The position is remote and involves working in a standard office or remote environment, with most of the time spent on a PC. Applicants must be authorized to work in the United States on a full-time basis; employment visa or work permit sponsorship is not offered.

Requirements

Bachelor of Science or Bachelor of Arts degree.
At least 8 years of related experience.
Experience in payments.
Experience presenting successfully to C-suite and board-level audiences.
Ability to present to and facilitate discussions with payments decision-makers and working teams.
Ability to negotiate complex, high-value contracts, including renewals.
Ability to resolve complex scenarios requiring alignment of internal and external stakeholders.
Ability to plan and interact independently, with some direction on complex issues.
Must be currently authorized to work in the United States on a full-time basis; employment visa or work permit sponsorship is not offered.

Nice To Haves

Experience in the merchant vertical.

Responsibilities

Grow revenue for a book of business containing multiple strategic accounts, with direct influence on ACI’s P&L and market reputation.
Demonstrate consistent growth and predictability in the assigned book of business.
Help customers achieve fast, simple, and secure payments worldwide.
Consult customers on optimizing their payments programs through adoption, renewal, and expansion of ACI solutions.
Communicate and negotiate commercial and high-level technical matters to deliver positive outcomes.
Understand customers’ business challenges and industry trends, advise how ACI can support their objectives, and influence their roadmaps.
Serve as a trusted advisor as customers establish, mature, and execute their payment strategies.
Act as the customer’s single point of contact with ACI while coordinating and collaborating with internal teams to meet commitments and deliver a positive customer experience.
Educate customers on new features, best practices, and industry trends.
Resolve complex scenarios by aligning internal and external stakeholders to help customers succeed and grow their assigned book of business.