Remote Senior Merchant Success Manager Strategy

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.

• 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

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

• 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: …