Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of retention, revenue growth, and predictable forecasting for high-value clients in the government and insurance sectors.

• Cultivate relationships with executive sponsors across various levels.

• Comprehend client strategic agendas and assist in shaping them.

• Conduct conversation-driven business reviews and assess value using client metrics.

• Conclude business reviews by outlining the next commercial steps.

• Collaborate closely with Sales for expansion opportunities.

• Manage complex, high-value renewals with definitive closing plans.

• Safeguard pricing while driving commercial success for all parties involved.

• Represent clients internally through fact-based advocacy.

• Coordinate with Product, Operations, Support, Legal, and Finance to fulfill commitments.

• Engage in the CSM forum, business reviews, and peer learning sessions.

• Provide account insights to inform segment strategy and ACI's roadmap.

• Report to the Director of Customer Success.

• Travel approximately 25%, potentially more based on client activities.

⛳️ Requirements

• Over 7 years of relevant experience, including a background in payments.

• Experience in government or insurance sectors is highly advantageous.

• BS/BA degree or 8 years of equivalent professional experience.

• Possess expert-level knowledge in payments.

• Proven success in transforming clients into references and advocates.

• Comfortable engaging in discussions with C-suite executives and board members.

• Experience in negotiating complex, high-value contracts and renewals.

• Ability to navigate ambiguity; skilled in planning, framing issues, and assigning ownership with deadlines.

• Proficient with CRM and customer success platforms, such as Salesforce and Gainsight.

• Must have current authorization to work in the US on a full-time basis.

• This position does not provide sponsorship for employment visa status or work permit now or in the future.

🏝️ Benefits

• Opportunities for professional growth.

• Career development initiatives.

• Competitive compensation and benefits package.

• Innovative and collaborative work environment.