Sr Customer Success Manager

Job Purpose

The Customer Success Team is at the heart of ACI customer experience.

From initial onboarding to ongoing roll-out, adoption, and expansion, we guide ACI Customers through their payments journey while ensuring they achieve their desired outcomes.

We understand our customers' goals as a trusted advisor and recommend solutions to the challenges they face.

The Senior Customer Success Manager (Senior CSM) guides customers through their journey, ensuring they feel supported, informed, and confident.

The Senior CSM will be responsible for maintaining and growing revenue for a large book of business that includes high value, strategic accounts.

Senior CSMs focus on building customer loyalty and developing close, long-term client relationships.

They are responsible for ensuring that customers are successful in using our products and services.

Senior CSMs' success metrics align with the success of our customers.

Senior CSMs constantly seek ways to maximize the value customers derive from our offerings.

This role develops strong connections with the customers, understanding their unique needs, pain points, and aspirations.

The role also works closely with internal parties to maintain and grow customer relationships including customer support, solution consulting, data center operations, sales, onboarding, finance and leadership.

Reporting to the Director of Customer Success, Senior CSM's play a crucial part in ensuring our customers' satisfaction and long-term success.

Beyond the initial sale, Senior CSMs champion ongoing value and educate customers on new features, best practices, and industry trends.

By demonstrating how ACI's solutions evolve to meet their changing needs, Senior CSMs foster loyalty and long-term partnerships.

A successful Senior Customer Success Manager at ACI will demonstrate consistent growth/predictability in their assigned book of business.

Moreover, they will create brand advocacy within the client base, positively influence ACI's market reputation, and utilize their knowledge and client feedback to influence ACI's P&L.

A Senior CSM is an individual who is recognized as a thought leader in the payments industry and/or segment vertical both internally (within ACI) and externally (in the segment).

Essential Functions and Responsibilities


* Responsible for growing revenue for a book of business that includes, top tier, strategic accounts and/or has direct impact 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...