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.
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 - $193,400.00U.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.