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.  ACI’ers – 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 Customer Success Manager, you will join a diverse, passionate team, dedicated to powering the world’s payments ecosystem! 

The purpose of the Customer Success Manager role is: 

The Customer Success Manager (CSM) is responsible for driving customer success and building long term relationships across the Installed P&L, with a strong focus on retention, loyalty, and sustained customer value. As the primary point of contact for a defined portfolio of existing customers, the CSM ensures customers feel valued, supported, and connected to the full value of ACI’s solutions. 

This role is ideal for someone who enjoys managing a broad set of customers and thrives on proactive, relationship driven engagement. The CSM combines structure and consistency with a personal touch, helping customers achieve their goals while ensuring ACI maintains strong, lasting partnerships. 

The CSM owns ongoing account management and structured, multiyear account planning, including account get to green activities where required. This includes building and maintaining strong relationships across customer stakeholders and, when appropriate, facilitating executive level alignment between customers and ACI senior leadership. 

From a commercial perspective, the CSM plays a key role in protecting and growing revenue by understanding customer needs, usage patterns, and overall account health. The CSM uses account insights to identify growth opportunities and either leads the commercial conversation or partners with sales as needed. 

A typical day at ACI for a Customer Success Manager is:  

• Execute a consistent, scalable approach to planning and relationship management across a defined set of accounts, ensuring account plans are practical, validated, and outcome focused.  
• Engage proactively with customers to understand their goals, strengthen relationships, and ensure they feel supported throughout their lifecycle with ACI.  
• Identify risks and revenue protection needs early, and drive appropriate actions to maintain strong customer health and satisfaction.  
• Use account insights to identify growth opportunities and either lead the commercial conversation or partner with sales as needed.  
• Communicate effectively across multiple customer stakeholder groups, surfacing opportunities and issues early and guiding them toward resolution.  
• Lead and coordinate internal account teams, ensuring strong collaboration across functions to deliver a seamless and positive customer experience.  
• Achieve defined performance metrics, including customer satisfaction, retention, backlog growth, and annual revenue contribution.  
• Support additional initiatives and responsibilities that contribute to customer success and broader business objectives. 
• Understand and adhere to all corporate policies to include but not limited to the ACI Code of Business Conduct and Ethics.  

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.  

Core Capabilities: 

We seek colleagues who embody our core capabilities — these shape our culture and enable us to make a meaningful impact together: 

• Ensure Accountability: holding self and others accountable to meet commitments. 
• Drives Results: consistently achieving results, even under tough circumstances. 
• Customer Focus: building strong customer relationships and delivering customer-centric solutions. 
• Cultivate Innovation: creating new and better ways for the organization to be successful. 
• Collaborates:  building partnerships and working collaboratively with others. 
• Courage:  stepping up to address difficult issues, saying what needs to be said. 

Applicants must be currently authorized to work in Romania on a full-time basis. This position does not offer sponsorship for employment visa status or work permit now or in the future. 

In return for your expertise, we offer opportunities for growth, career development, and a competitive compensation and benefits package—all within an innovative and collaborative work environment. 

Are you ready to help us transform the world of electronic payments? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com  

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally. 

Important Notice About Recruitment Scams 
Job seekers should be aware of ongoing recruitment scams where individuals or organizations impersonate legitimate companies to offer fake job opportunities. These scams often involve requests for personal information, payments, or interviews through unofficial channels. Please be cautious and verify any communications claiming to be from our company (www.aciworldwide.com / @aciworldwide.com). The ACI Worldwide recruitment team will always follow official channels and will never request payment. 

#Req Number 18620 #LI-KCYY #LI-Hybrid