Customer Success Manager
Skills
About This Role
Overview
- A typical day at ACI for a Customer 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.
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