Customer Success Manager - Sales and Renewal

About the Role

Join ACI Worldwide in Dubai as a Customer Success Manager (CSM), a pivotal role focused on establishing and growing the Customer Success function in a dynamic, fast-paced payments ecosystem. As part of a diverse and energetic team, you will help customers derive swift value from ACI solutions, nurture strong long-term relationships, and enhance customer experiences through proactive engagement.

Key Responsibilities

• Develop and maintain a consistent, scalable approach to Customer Success for both newly acquired and existing accounts.
• Facilitate smooth customer onboarding and ensure rapid attainment of value post-adoption.
• Actively engage with customers to understand objectives, promote product adoption, and sustain strong relationships throughout the customer lifecycle.
• Identify potential risks, especially in early or transitioning accounts, and implement corrective measures to improve retention and satisfaction.
• Leverage account insights to spot revenue growth opportunities, either leading or collaborating on commercial discussions with sales teams.
• Collaborate closely with Sales and internal departments to ensure aligned communication, seamless handoffs, and excellent customer experience.
• Lead internal coordination of account teams to support onboarding, adoption, and sustained customer success.
• Meet key performance indicators including customer satisfaction, retention rates, backlog growth, and annual revenue contributions.
• Contribute to initiatives aimed at building and expanding Customer Success capabilities within the region.
• Comply fully with corporate policies and uphold ACI’s standards of business conduct and ethics.

Required Experience and Skills

• Minimum 5 years of experience in customer-facing roles, preferably with a focus on account management or customer success.
• Strong business acumen and negotiation skills backed by proven track record in account planning, customer experience management, and relationship building.
• Familiarity with recurring revenue business models, software licensing agreements, and commercial contractual terms, particularly within payments or banking.
• Demonstrated knowledge of the payments industry and related financial intermediaries.

Core Capabilities

• Accountability: Consistently take responsibility for commitments.
• Results-Oriented: Achieve objectives despite challenges.
• Customer-Centric: Develop meaningful client relationships and solutions.
• Innovative Thinking: Drive fresh ideas for organizational growth.
• Collaboration: Foster teamwork and partnerships.
• Courage: Address difficult topics openly and honestly.

Additional Details

This position requires candidates to have legal work authorization to be employed full-time in Dubai. ACI Worldwide does not offer visa sponsorship for this role now or in the future. The company provides growth prospects, career advancement, competitive pay, and a collaborative working environment. ACI values diversity and equal opportunity employment across all locations.

Recruitment Notice: Beware of fraudulent recruitment scams impersonating our company. Official communication will come through verified channels only and will never request payment or personal information improperly.