Dir Customer Success

Position Overview:
The Director of Customer Success leads a dynamic team through a period of strategic transformation, shifting from a reactive support model to a proactive, client-centric approach. This role is responsible for cultivating deep client trust and intimacy by championing value-added activities and solution selling, ensuring Speedpay’s clients achieve measurable success and long-term partnership.

Key Responsibilities:

• Transformational Leadership: Guide and inspire the Customer Success team to embrace proactive engagement, anticipating client needs and delivering tailored solutions that drive business outcomes.
• Client Trust & Intimacy: Foster strong, consultative relationships with clients, positioning Speedpay as a trusted advisor through regular value-driven interactions and strategic account management.
• Value-Added Activities: Identify and implement initiatives that go beyond traditional support, such as business reviews, success planning, and educational workshops, to maximize client value and satisfaction.
• Solution Selling: Equip the team with the skills and mindset to uncover client challenges and present Speedpay’s offerings as integrated solutions, driving adoption and expansion.
• Team Development: Mentor and develop team members, instilling a culture of continuous improvement, collaboration, and accountability.
• Metrics & Outcomes: Establish clear success metrics, monitor performance, and communicate impact to stakeholders, ensuring alignment with organizational goals.
• Change Management: Lead the team through change, communicating vision, addressing concerns, and celebrating milestones to ensure buy-in and sustained progress.

Qualifications:

• Proven experience in customer success, account management, or related leadership roles.
• Demonstrated ability to lead teams through transformation and change.
• Strong consultative selling and relationship-building skills.
• Strategic thinker with a passion for client advocacy and business growth.
• Excellent communication, coaching, and analytical abilities.

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 the United States 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 or careers.aciworldwide.com and reference requisition #17626.

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.

Important Notice About Recruitment Scams
Job seekers should be aware of ongoing recruitment scams where individuals or organizations impersonate legitimate companies to offer fake job opportunities. These scams often involve requests for personal information, payments, or interviews through unofficial channels. Please be cautious and verify any communications claiming to be from our company (www.aciworldwide.com / @aciworldwide.com). The ACI Worldwide recruitment team will always follow official channels and will never request payment.

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