Sr Customer Success Manager

Senior Customer Success Manager, ACI Speedpay

Government & Insurance Segments

At ACI, we envision what's ahead, energize each other, empower our people, elevate the conversation and excel at what we do.

For a Senior CSM at Speedpay, that means turning trust into growth, seeing risk before the client says it out loud, and owning outcomes like they're your own.

We've spent the last few years moving Customer Success from reactive account management to a strategic retention & growth engine.

The strategy's proven.

We're looking for a Customer Success Leader who wants to help build that.

What you'll own


* A strategic book of business.

You'll own retention, revenue growth & forecast predictability for a group of high-value biller clients in government & insurance


* Executive relationships.

You'll build relationships with executive sponsors at more than one level.

One friendly contact isn't coverage.

You'll know the client's strategic agenda well enough to shape it.


* Growth.

You'll run conversation-led business reviews where the client talks more than we do.

You'll measure value in their numbers & end every review with a next commercial step.

You'll also partner closely with Sales on expansion.


* Renewals & commercial negotiations.

You'll run complex, high-value renewals with clear close plans.

You'll also protect pricing and drive to commercial success for all stakeholders.


* Internal advocacy.

You won't lose a client without a fact-based fight.

You'll push through internal complexity & coordinate Product, Ops, Support, Legal & Finance to deliver on commitments.


* Improving the system.

You'll take part in our CSM forum, business reviews & peer learning.

Your account insights will feed segment strategy & ACI's roadmap.

What you bring


* 7+ years of related experience, including payments experience.

Government or insurance experience is a strong plus.


* BS/BA or 8 years of equivalent experience.


* Expert-level payments knowledge & a track record of turning clients into references & advocates.


* Comfort with C-suite & board-level conversations, both with clients & inside ACI.


* Experience negotiating complex, high-value contracts & renewals.


* Comfort with ambiguity.

You can plan for yourself, frame a problem and drive it to an owner & a date.


* Discipline with CRM & customer success tools like Salesforce & Gainsight.

What this isn't

It isn't a support role, an account management role with a new title or a quota-chasing sales job.

It's for someone who wants to own outcomes, influence the business and help build a Customer Success function that ensures retention, drives growth and predicts risk instead of reacting to it.

The details

Remote or hybrid.

Travel is approximately 25% and could be higher depending on client activity.

Reports to the Director of Customer Success.

Core Capabilities:

We seek colleagues who embody our core capabilities - these shape our culture and enable us...