Sr Customer Success Manager

Powering the world’s payments ecosystem.

As a Sr. Customer Success Manager – Merchant (remote), you will join a diverse, passionate team dedicated to powering the world’s payments ecosystem. The Customer Success Team is central to the ACI customer experience, guiding clients from onboarding through adoption, expansion, and ongoing value realization. Acting as a trusted advisor, you will align solutions to customer goals and challenges.

• 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 and predictability in the 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, and expansion of ACI solutions.
• Communicate and 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 and 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: stepping up to address difficult issues, saying what needs to be said.

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally.