Customer Expansion Manager Sales And Renewal

ACI Worldwide; Dubai; On-site; AED 350,000 - 525,000; Full time

Job summary

ACI Worldwide in Dubai seeks a Customer Expansion Manager to scale customer success across a high-growth region. You will manage a portfolio of new and existing customers, drive onboarding, adoption, retention, and ongoing account management in collaboration with Sales.

The role requires 5+ years in customer-facing roles, strong negotiation and relationship-building skills, and experience with recurring revenue models and payments.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer relationship management

Account planning

Negotiation

Stakeholder management

Job description

Job Description:

Powering the worlds 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.

The purpose of the Customer Expansion Manager role is:

As Customer Expansion Manager, based in Dubai, you will play a key role in building and scaling Customer Success across a high-growth region.

You will manage a growing portfolio of new and existing customers, helping them realise value from ACI’s solutions through strong onboarding, adoption, retention, and ongoing account management. Working closely with Sales, you will build trusted customer relationships, strengthen account health, protect revenue, and identify opportunities for growth and expansion.

This is an ideal opportunity for someone who thrives in a fast-paced environment, enjoys building new ways of working, and is confident managing customers at different stages of their journey.

A typical day at ACI for a Customer Expansion 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 Dubai on a full-time basis.

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 payments ecosystem? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com Job ID (Requisition #18621)

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.