PMI Sales Distribution - Client Success Group Head

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