Customer Success Onboarding Manager - Spend Management

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 Basic Qualifications Bachelor’s degree, or equivalent work experience Typically five or more years of relevant experience Preferred Skills/Experience Proven results onboarding business clients onto B2B SaaS products Strong consultative approach, demonstrating the ability to understand customer business needs, guide implementation decisions, and drive value realization quickly Comfort working directly with executive-level stakeholders, including presenting updates, influencing decisions, and navigating competing priorities Track record of driving and expanding customer satisfaction, retention, and long-term success in high-growth B2B SaaS organizations Ability to translate customer feedback into actionable insights and partner cross-functionally to improve product and onboarding experiences 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 the office location for the other days. 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: $98,345.00 - $115,700.00 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. 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.