Customer Expansion & Renewal Lead (Dubai)

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

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.