Sr Customer Success Manager

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.

Knowledge, Skills and Experience needed to succeed in this role:

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