Senior Customer Success Manager

ACI Worldwide

. Own retention, revenue growth, and forecast predictability for high-value biller clients in government and insurance .

Posted 10/27/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expert-level payments knowledge and a strong track record in client advocacy and relationship management, particularly within government and insurance sectors. Proficient in negotiating complex contracts and driving commercial success through strategic planning and collaboration with cross-functional teams.

Highest-signal resume keywords

Expert-Level Payments KnowledgeClient Relationship ManagementComplex Contract NegotiationSalesforce ProficiencyGovernment Or Insurance Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Payments ExperienceContract NegotiationClient Metrics MeasurementRevenue Growth StrategyForecast Predictability

Soft Skills

Comfort With C-Suite ConversationsAbility To Handle AmbiguityStrong Communication Skills

Tools & Technologies

SalesforceGainsight

Industry Keywords

GovernmentInsuranceCustomer SuccessBusiness ReviewsHigh-Value Renewals

About the role

Key responsibilities & impact

Own retention, revenue growth, and forecast predictability for high-value biller clients in government and insurance
Build relationships with executive sponsors at multiple levels
Understand client strategic agendas and help shape them
Run conversation-led business reviews and measure value using client metrics
End business reviews with a next commercial step
Partner closely with Sales on expansion
Lead complex, high-value renewals with clear close plans
Protect pricing and drive commercial success for all stakeholders
Advocate for clients internally using fact-based escalation
Coordinate Product, Operations, Support, Legal, and Finance to deliver commitments
Participate in the CSM forum, business reviews, and peer learning
Feed account insights into segment strategy and ACI's roadmap
Report to the Director of Customer Success
Travel approximately 25%, potentially more depending on client activity

Requirements

What you’ll need

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
Track record of turning clients into references and advocates
Comfort with C-suite and board-level conversations
Experience negotiating complex, high-value contracts and renewals
Comfort with ambiguity; ability to plan, frame problems, and drive them to an owner and date
Discipline with CRM and customer success tools such as Salesforce and Gainsight
Must be currently authorized to work in the US on a full-time basis
Position does not offer sponsorship for employment visa status or work permit now or in the future

Benefits

Comp & perks

Opportunities for growth
Career development
Competitive compensation and benefits package
Innovative and collaborative work environment