PMI Sales Distribution - Client Success Group Head

Overview At U.S. Bank, we’re on a journey to do our best. Helping customers and businesses make better financial decisions and enabling communities to grow and succeed. A career with U.S. Bank offers opportunities to discover what makes you thrive at every stage of your career—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 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. Responsibilities 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‑management systems, KYC/AML workflows, and 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, 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 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. Benefits 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. 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. #J-18808-Ljbffr Us Bank