At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed.  We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

The Head of Client Success for the Payment Solutions Sales team is responsible for ensuring corporate, commercial and institutional clients realize maximum value from U.S. Bank’s suite of payment solutions and products throughout the client lifecycle: onboarding, implementation, adoption, servicing, retention and expansion.   This leader will partner closely with the sales team to support growth, improve client sentiment and experience, and deepen wallet share.

This critical role serves as a bridge between Sales, Product, Implementation, Operations, Servicing, Technology, and Risk to translate client needs into scalable solutions and high-quality delivery of our products.

The position serves as the central point of accountability for client experience outcomes, escalations, SLA performance, and relationship health across the portfolio.

KEY RESPONSIBILITES

CLIENT LIFECYCLE & EXPERIENCE LEADERSHIP

• Own the end-to-end client success strategy for commercial, corporate, and institutional payments products, from post-sale handoff through implementation, adoption, ongoing servicing, and renewals

• Lead reviews of client escalations across onboarding, service, and product delivery; ensure clear ownership, timely resolution, and proactive client communication

• Oversee end‑to‑end resolution of client issues, providing regular updates to clients and internal stakeholders until closure to the client’s satisfaction

• Develop and own an At‑Risk Client process, identifying early warning signals, coordinating recovery plans, and mitigating potential revenue or relationship loss

CLIENT ENGAGEMENT & RELATIONSHIP GOVERNANCE

• Ensure Client Success team conduct frequent, high‑quality client touchpoints (in‑person and virtual) with senior decision‑makers

• Lead Monthly Business Reviews (MBRs) and executive sentiment check‑ins for strategic and New‑to‑Bank clients

• Require use of relationship scorecards that summarize operational performance, open actions, product adoption, risks, and opportunities

• Act as an escalation point for senior client stakeholders and internal leadership

PERFORMANCE MANAGEMENT, ANALYTICS & REPORTING

• Review and analyze daily and monthly reporting from internal client analytics dashboards, issue/case management systems, KYC/AML workflows, and Service Level Agreements (SLAs)

• Identify trends, systemic issues, and SLA breaches; escalate material risks promptly to senior management

• Compile and analyze data to measure team performance, client sentiment, onboarding efficiency, and service outcomes

• Provide regular performance reporting and executive summaries to senior leadership

GOVERNANCE, RISK & CONTROLS

• Partner closely with Legal, Risk, Compliance, AML/KYC, Sanctions, and Operational Risk teams to ensure strong governance and control infrastructure

• Ensure client activities and issue resolutions comply with regulatory and internal policy requirements

• Promote a culture of accountability, transparency, and audit readiness across the Client Success and Payment Solution Sales organization

PEOPLE LEADERSHIP & OPERATION MODEL

• Establish department standards, procedures, and escalation playbooks

• Hire, onboard, and develop teams

• In partnership with Global Learning and Development team, design and implement training programs focused on client experience, escalation management, product knowledge, and governance

• Conduct performance reviews, identify skill gaps, and execute development plans

SUCCESS METRICS

• Improvement in Client Sentiment / Senior Stakeholder VoC

• Reduction in number, severity, and duration of client escalations

• Improved SLA adherence and time‑to‑resolution

• Reduced onboarding cycle times and client friction

• Decrease in At‑Risk clients and revenue exposure

• Increased client retention, platform adoption, and wallet share

• Strong governance outcomes with no repeat audit or control issues

QUALIFICATIONS & EXPERIENCE

• 12+ years of experience in Treasury & Payments / Cash Management supporting institutional or large corporate clients

• Proven leadership experience managing client success, service, escalation, or coverage teams

• Deep understanding of Treasury & Payments products, channels, and client operating models

• Strong knowledge of KYC/AML, regulatory requirements, and operational risk controls

• Demonstrated ability to engage and influence senior client stakeholders and executive leadership

• Highly analytical with experience using performance dashboards, issue‑management tools, and KPI reporting

• Excellent communication, executive presence, and change‑management skills

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits: 

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

• Up to 11 paid holiday opportunities

• Adoption assistance

• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

Review our full benefits available by employment status here.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $164,390.00 - $193,400.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.