The Role Owns a portfolio of strategic merchant accounts, driving retention, revenue growth, renewals, expansion, adoption, and customer advocacy. Serves as a trusted advisor on payment strategies, negotiates complex contracts, presents to executive stakeholders, resolves complex customer scenarios, and coordinates internal teams to deliver customer outcomes and commitments. Summary Generated by Built In 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

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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: BS/BA degree and 8+ years of related experience. Experience in payments required; experience in merchant vertical preferred Successfully integrated with and is proficient presenting at C-Suite/ Board level. Ability to present and facilitate discussions with payments decision makers and working teams Ability to negotiate complex, high value contracts, including renewals Experience resolving complex scenarios, requiring alignment of internal and external stakeholders to enable customers to succeed and grow their assigned book of business Self-directed planning & interactions with some direction on complex issues

Work Environment:

Standard office or remote work environment Majority of time spent on PC (Phys. Req.)

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 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. I n 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 payments ecosystem? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com or careers.aciworldwide.com , requisition #20286. 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. #LI-LL1 #LI-Remote Read Full Description Skills Required Bachelor's degree in any field 8+ years of related experience Experience in payments Experience in the merchant vertical Experience presenting to C-suite or board-level stakeholders Ability to present and facilitate discussions with payments decision makers and working teams Experience negotiating complex, high-value contracts, including renewals Experience resolving complex scenarios by aligning internal and external stakeholders Current authorization to work full-time in the United States without employment visa sponsorship ACI Worldwide Compensation & Benefits Highlights The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ACI Worldwide and has not been reviewed or approved by ACI Worldwide. About This Summary Healthcare Strength — Health, dental, and vision coverage are complemented by HSA options, disability insurance, AD&D, and wellbeing programs. Offerings span core medical protection with added wellness support. Retirement Support — A 401(k) with company match and pension/retirement options support long‑term savings. Additional programs such as an employee stock purchase plan contribute to financial security over time. Flexible Benefits — A flexible, hybrid office culture with work‑from‑home options and adaptable schedules supports work‑life balance. Paid time off and country‑tailored packages allow alignment of benefits to local needs. Learn more about ACI Worldwide's Compensation & Benefits → ACI Worldwide Insights What's It Like to Work at ACI Worldwide? ACI Worldwide Culture & Values ACI Worldwide Career Growth & Development What's the Work-Life Balance Like at ACI Worldwide? ACI Worldwide Leadership & Management ACI Worldwide Company Growth, Stability & Outlook View all jobs at ACI Worldwide View ACI Worldwide Profile Report Job