Customer Success Onboarding Manager - Spend Management
U.S. BankAbout the role
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 Customer Success Onboarding Manager within the Spend Management (SM) team is tasked with assisting new customers navigate the complexity of getting started (aka onboarding) Spend Management software. As such, this function serves three main stakeholders: the customer, the SM team who wants to make sure all products are being onboarded effectively and efficiently, and the U.S. Bank Relationship Manager who needs a point person to own the coordination of the onboarding journey.
U.S. Bank is the first major bank to embed a full‑featured Spend Management (SM) platform across its entire portfolio of business credit cards—delivering a fintech‑grade experience backed by the trust and scale of the fifth‑largest bank in the U.S. Our SM platform empowers SMBs with real‑time visibility, proactive controls, and seamless integrations—helping teams save time, improve cash flow visibility, and reduce financial risk. With over half a million businesses already enabled on SM, we’re scaling modern spend management at enterprise grade within a trusted financial institution.
Key aspects of the Customer Success Onboarding Manager for SM role include:
Focused on high‑priority business credit card clients to drive rapid Spend Management feature adoption and early success, especially in larger, relationship-managed accounts.
Works collaboratively with Business Banking Relationship Managers (BBRMs), Business Card Specialists (BCS), and Small Business Specialists (SBS) to complement their efforts without disrupting banker ownership.
Partners closely with the Mid‑Funnel Growth team to align human-led onboarding with automated activation campaigns, ensuring consistent client engagement and shared success metrics.
Coordinates with L2 technical support and product teams to quickly resolve integration or setup issues, ensuring a seamless onboarding experience for clients.
Measures success via specific metrics like SM login & feature activation rates in the first 30/60/90 days, ongoing monthly usage (MAU), and the depth of features adopted.
Structured as an individual contributor pilot role, with the potential to expand into a people-leadership position if the program demonstrates strong ROI and scaling needs.
Key Performance Metrics for the Role:
Activation Rate (by product)
Depth of Product Adoption and Usage
Customer Satisfaction
Internal Team Satisfaction
- Bachelor’s degree, or equivalent work experience
- Typically five or more years of relevant experience
- Proven r
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