Principal 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. 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 Principal Customer Success Manager in the United Kingdom, you will join a diverse, passionate team, dedicated to powering the world’s payments ecosystem! The purpose of this role is:

• The Customer Success Team is at the heart of ACI customer experience. From initial onboarding to ongoing roll‑out, adoption, and expansion, we guide ACI Customers through their payments journey while ensuring they achieve their desired outcomes.
• We understand our customers' goals as a trusted advisor and recommend solutions to the challenges they face.
• 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.
• 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 to deliver on customer commitments.
• Inform/influence ACI strategy with account level “ground truth” and ideas to better enable our customers’ success objectives.
• Maintain accuracy of customer data in internal systems (e.g. Salesforce) required to support audit functions.

A typical day at ACI for a Principal Customer Success Manager includes:

• Responsible for growing revenue of a large book of business with potentially multiple strategic accounts, direct impact to ACI’s P&L and market reputation.
• Recognized as a thought leader in the payments industry and/or segment vertical both internally (within ACI) and externally (in the segment).
• Externally recognized expert level Payments/Vertical knowledge.
• Successfully presents to/for industry events/panels.
• Creatively solves problems and generates ideas to benefit the ACI corporate strategy.
• Creates clarity in ambiguous situations.
• Influences market.
• Fluent with industry/market leaders and press.
• Provides guidance to industry/market.
• Perform other duties as assigned.

Knowledge, Skills and Experience required for the job:

• 10+ years’ experience in customer facing roles working with Fortune 100 and/or very large complex strategic clients.
• 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, commercial and/or financial intermediaries.
• 5+ years vertical industry experience working with clients in commercial banking, retail banking, consumer finance, insurance, healthcare, higher education and/or government.
• 5+ years in payments or payments related field with strong knowledge of payments ecosystems.
• Ability to present and facilitate discussions with payments decision makers and working teams.
• Successfully integrated with and proficient presenting to C‑Suite/ Board level.
• Self‑starter who works well independently and in a team.
• Ability to negotiate complex, high value contracts, including renewals.
• Leading strategic meetings.
• Resolution of complex scenarios, requiring alignment of internal and external stakeholders.
• Solves complex problems and generates ideas to enable customers to succeed and grow their assigned book of business; additionally generates ideas to optimize the CSM Function and/or ACI Solutions, to benefit the ACI strategy.
• Ability to build and utilize internal network.

Core Capabilities:

• 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 stated hiring location 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.

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.