Client Success Group Head

U.S. Bank

Head of Client Success for the Payment Solutions Sales team ensuring optimum client value from U.S. Bank’s payment solutions and products throughout the client lifecycle.

Posted 5/5/2026full-timeAtlanta • Illinois, New York • 🇺🇸 United StatesLead💰 $170,255 - $200,300 per yearWebsite

About the role

Key responsibilities & impact

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
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
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
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
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

Requirements

What you’ll need

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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Treasury & PaymentsCash ManagementKYCAMLregulatory complianceoperational risk controlsperformance dashboardsissue management toolsKPI reportingclient analytics

Soft Skills

leadershipclient success managementcommunicationexecutive presencechange managementanalytical skillsinfluencingproblem-solvingteam developmentaccountability