Customer Expansion Manager (Sales & Renewal)

ACI Worldwide; Dubai; On-site; AED 250,000 - 400,000; Full time

Job summary

ACI Worldwide in Dubai is seeking a Customer Expansion Manager to scale customer success across a high-growth region. You will manage a growing portfolio of new and existing customers, ensuring onboarding delivers value and drives adoption.

You will work with Sales to strengthen relationships, identify growth opportunities, and protect revenue, coordinating with internal teams to deliver a seamless customer experience in a fast-changing payments landscape.

Qualifications

• 5+ years of 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 and software license agreements.
• Experience with Payments related industry is required.

Responsibilities

• Establish and deliver a scalable Customer Success approach across a growing set of accounts.
• Support onboarding and early target engagement to deliver initial value.
• Proactively engage customers to understand goals and strengthen relationships.
• Identify risks and drive actions to improve account health, retention and satisfaction.
• Identify growth opportunities and lead or partner with sales in commercial discussions.
• Coordinate with Sales and internal teams for a seamless customer experience in a high growth environment.
• Communicate across stakeholder groups to surface opportunities and issues and drive resolution.
• Lead internal account teams to support onboarding, adoption, and long-term success.
• Achieve defined metrics: satisfaction, retention, backlog growth, revenue contribution.
• Support initiatives to scale Customer Success in the region.

Skills

Customer relationship management

Negotiation skills

Account planning

Payments industry knowledge

Job description

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

The purpose of the Customer Expansion Manager role is:

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.

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.

I n 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.

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.