Customer Success Manager (Sales, Renewal)

ACI Worldwide; As Sudiyah; On-site; OMR 26,915 - 34,605; Full time

Benefits offered by this job

Opportunities for growth

Career development

Competitive compensation and benefits package

Job summary

ACI Worldwide is seeking a Customer Success Manager to establish and scale Customer Success in the Al Buraymi Governorate, Oman. The role focuses on building strong relationships, ensuring customer satisfaction, and helping customers maximize the value of ACI's solutions. Applicants should have over 5 years of customer-facing experience, strong business skills, and knowledge of account planning. Competitive compensation and opportunities for growth are provided in an innovative work environment.

Qualifications

• 5+ years of experience in customer-facing roles.
• Strong business and negotiation skills required.
• Proven experience with account planning and review processes.
• Experience in recurring revenue business models preferred.

Responsibilities

• Drive adoption, retention, and customer confidence.
• Build relationships across customer stakeholders.
• Use insights to identify growth opportunities.
• Support customer onboarding and early target engagement.

Skills

Customer-facing roles experience

Business and negotiation skills

Account planning and management

Experience with recurring revenue

Job description

Overview

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 are truly colleagues and many become 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.

Location

Customer Success Manager – Saudi Arabia.

Purpose of the role

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.

Responsibilities

• Work closely with Sales in a highly active growth region, supporting a growing portfolio of newly onboarded and existing customers.
• Drive adoption, retention, and customer confidence, ensuring customers feel supported, understood, and connected to the full value of ACI’s solutions from day one.
• Own ongoing account management and structured account planning, with a strong emphasis on onboarding, early lifecycle success, and account stabilization.
• Build relationships across customer stakeholders and, where appropriate, establish executive level connections between customers and ACI leadership.
• Support growth by understanding customer goals, usage, and account health, protecting revenue and identifying expansion potential.
• Use account insights to identify growth opportunities and lead the commercial conversation or partner with sales as needed.
• 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.
• 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.
• 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.

Qualifications

• 5+ years of experience in customer‑facing roles.
• Strong business and negotiation skills.
• Proven experience with account planning and review processes, including customer experience and relationship management.
• Experience with recurring revenue business models, commercial and contractual term‑based software license agreements, account planning and management processes, and payments as applicable to banking and financial intermediaries.

Core Capabilities

• Accountability: Holding self and others accountable to meet commitments.
• Drive Results: Consistently achieving results, even under tough circumstances.
• Customer Focus: Building strong customer relationships and delivering customer‑centric solutions.
• Culture of Innovation: Creating new and better ways for the organization to be successful.
• Collaboration: Building partnerships and working collaboratively with others.
• Courage: Stepping up to address difficult issues and speak what needs to be said.

Eligibility

Applicants must be currently authorized to work in Saudi Arabia on a full‑time basis. This position does not offer sponsorship for employment visa status or work permit now or in the future.

Benefits & Opportunities

Opportunities for growth, career development, and a competitive compensation and benefits package within an innovative and collaborative work environment.

Equal Employment Opportunity

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.