Summary
ACI Worldwide is hiring a Customer Success Manager for its Dubai team to establish and scale customer success across a growing regional portfolio. The role covers onboarding, adoption, account planning, customer retention, risk management, and identifying commercial growth opportunities in partnership with Sales. Applicants should have at least 5 years of customer-facing experience, strong negotiation and account-management skills, and payments industry experience. The position is hybrid and full-time; applicants must already be authorized to work in Dubai, as visa and work permit sponsorship are not available.
The posting
As published on aciworldwide.com. Pulled from the employer's site and shown as they wrote it.
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. ACI’ers – 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 Customer Success Manager, based in Dubai, you will join a diverse, passionate team, dedicated to powering the world’s payments ecosystem!
The purpose of theCustomer Success Manager role is:
The Customer Success Manager (CSM) is responsible for establishing and scaling Customer Success in a region where the function is newly introduced. The role focuses on helping customers get value quickly, building strong foundations for long term relationships, and embedding Customer Success as a trusted and visible part of the customer experience.
Working closely with Sales in a highly active growth region, the CSM supports a growing portfolio of newly onboarded and existing customers. The focus is on driving adoption, retention, and customer confidence, while ensuring customers feel supported, understood, and connected to the full value of ACI’s solutions from day one.
This role is ideal for someone who enjoys building something new, thrives in fastmoving environments, and is comfortable to manage customers at different stages of maturity. The CSM brings structure and consistency to customer engagement while adapting quickly to the needs of a rapidly expanding customer base.
The CSM owns ongoing account management and structured account planning, with a strong emphasis on onboarding, early lifecycle success, and account stabilization. This includes building relationships across customer stakeholders and, where appropriate, helping establish executive level connections between customers and ACI leadership.
From a commercial perspective, the CSM plays an important role in supporting growth in a sales driven region. By understanding customer goals, usage, and account health, the CSM helps protect revenue and identify expansion potential. The CSM uses account insights to identify growth opportunities and either leads the commercial conversation or partners with sales as needed.
A typical day at ACI for aCustomer Success Manager is:
- Establish and deliver a consistent, scalable Customer Success approach across a growing set of newly onboarded and existing accounts.
- Support customer onboarding and early target engagement, ensuring customers achieve initial value quickly and confidently.
- Proactively engage customers to understand their goals, guide adoption, and strengthen relationships throughout their lifecycle with ACI.
- Identify risks early—particularly in new or transitioning accounts—and drive actions to improve account health, retention, and satisfaction.
- Use account insights to identify growth opportunities and either lead the commercial conversation or partner with sales as needed.
- Work closely with Sales and other internal teams to ensure smooth handovers, aligned messaging, and a seamless customer experience in a high growth environment.
- Communicate effectively across customer stakeholder groups, surfacing opportunities and issues early and driving them toward resolution.
- Lead and coordinate internal account teams, fostering collaboration across functions to support onboarding, adoption, and long term success.
- Achieve defined performance metrics, including customer satisfaction, retention, backlog growth, and annual revenue contribution.
- Support additional initiatives that help establish and scale Customer Success in the region.
- Understand and adhere to all corporate policies, including the ACI Code of Business Conduct and Ethics.
Knowledge, Skills and Experience required for the job:
- 5+ years’ experience in customer facing roles
- 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 and financial intermediaries.
- Experience with Payments related industry is required.
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 Dubaion 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.
Are you ready to help us transform the world of electronic payments? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com
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.
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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.
#Req ID: 18621 #LI-KCYY #LI-Hybrid