Client Retention Executive

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 Client Retention Executive is part of a specialized, performance‑driven team focused exclusively on converting lagging clients into active spenders and accelerating portfolio revenue. The CRE owns a defined segment of accounts and executes targeted activation strategies, incentive structures, and data-driven interventions to unlock sustainable spend.

Key Responsibilities

• Own a portfolio of lagging clients (zero-spend and underperformers), prioritizing them based on opportunity size, time-to-activation, and likelihood to convert.

• Diagnose spend barriers using quantitative analysis (transaction trends, funnel conversion, pipeline velocity) and qualitative discovery (stakeholder engagement, use case validation).

• Design and execute activation plans, including offer strategies (rebates, incentives), onboarding journeys, usage playbooks, and milestone-based interventions.

• Run structured outreach cadences (email/call/web/demo) and orchestrate cross-functional resources (Product, Pricing, Marketing, Ops, Risk/Compliance) to remove friction and accelerate adoption.

• Propose and manage incentive programs to drive spend attainment.

• Monitor attainment and progression against the 6‑ and 12‑month decision gates; recommend transition to RM at >50% attainment or additional CARE incubation if <50%.

• Decisioning & Governance: Prepare cases for client removal after 1 year with limited spend and for uncontrollable factor exceptions; ensure decisions are properly recorded in reporting systems.

• Forecasting & Reporting: Partner with Finance to maintain accurate pipeline stages, conversion assumptions, and risk notes.

• Partner with RMs to ensure smooth transitions at handoff, with clear success criteria, account context, and next-best actions.

• Continuously improve playbooks; document best practices and contribute to team enablement.

Success Metrics (KPIs)

• Activation Rate: % of zero-spenders converted within 180/365 days.

• Attainment Progression: Share of clients achieving >50% attainment by month 6; median time to >50% attainment.

• Portfolio Spend Uplift: Spend attainment levels vs. baseline/control.

• Offer Efficiency: ROI of rebates/incentives; cost per activated client.

• Forecast Accuracy: Variance to weekly/monthly forecast targets.

• Throughput: Accounts progressed per quarter and cycle time to decision (transition, extend, remove).

• Transition Quality: Post-handoff performance sustainment with RM.

Key Competencies required

• 5+ years in client success, sales acceleration, portfolio management, growth operations, or commercial strategy in financial services, payments, SaaS, or adjacent industries.

• Proven track record turning underperforming accounts into active revenue using structured interventions and incentives.

• Strong data proficiency and ability to derive insights and actions.

• Excellent executive communication and stakeholder management; clear, concise storytelling with measurable outcomes.

• High ownership, bias to action, and comfort with test-and-learn environments.

Preferred Experience and Skills

• Experience with rebate/incentive design and performance measurement frameworks.

• Familiarity with activation/onboarding playbooks and lifecycle marketing.

• Exposure to forecasting and revenue planning models.

• CRM fluency (e.g., Salesforce) and BI tools (Power BI/Tableau).

• Bachelor’s degree in business, Finance, Analytics, or related field; advanced degree a plus.

Basic Qualifications

• Bachelor’s degree, or equivalent work experience

• Typically eight to 10 years of relevant experience

Location: Minneapolis Bank Plaza

 The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside of the location for the other days. <