Customer Success Manager

A typical day at ACI for a Customer Success Manager is: Establish and deliver a consistent, scalable Customer Success approach across a growing set of newly onboarded and existing accounts. Support customer onboarding and early target engagement, ensuring customers achieve initial value quickly and confidently. Proactively engage customers to understand their goals, guide adoption, and strengthen relationships throughout their lifecycle with ACI. Identify risks early particularly in new or transitioning accounts and drive actions to improve account health, retention, and satisfaction. Use account insights to identify growth opportunities and either lead the commercial conversation or partner with sales as needed. Work closely with Sales and other internal teams to ensure smooth handovers, aligned messaging, and a seamless customer experience in a high growth environment. Communicate effectively across customer stakeholder groups, surfacing opportunities and issues early and driving them toward resolution. Lead and coordinate internal account teams, fostering collaboration across functions to support onboarding, adoption, and long term success. Achieve defined performance metrics, including customer satisfaction, retention, backlog growth, and annual revenue contribution. Support additional initiatives that help establish and scale Customer Success in the region. Understand and adhere to all corporate policies, including the ACI Code of Business Conduct and Ethics.

Desired Candidate Profile

Knowledge, Skills and Experience required for the job: 5+ years experience in customer facing roles Strong business and negotiation skills. Proven experience with account planning and review process including customer experience and relationship management. Experience with recurring revenue business models, commercial and contractual term-based software license agreements, account planning and management process and payments as applicable to banking and financial intermediaries.