Sr Customer Success Manager

ACI Worldwide is hiring a Senior Customer Success Manager for ACI Speedpay’s government and insurance segments. The role owns retention, revenue growth, renewals, executive relationships, and forecast predictability for high-value biller clients while coordinating internally to deliver client outcomes.

Responsibilities:

• 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

Requirements:

• 7+ years of related experience, including payments experience
• 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
• Applicants must be currently authorized to work in the US on a full-time basis
• This position does not offer sponsorship for employment visa status or work permit now or in the future
• Government or insurance experience is a strong plus