Customer Success Onboarding Manager - 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.

The Customer Success Onboarding Manager within the Spend Management (SM) team is tasked with assisting new customers navigate the complexity of getting started with Spend Management software. As such, this function serves three main stakeholders: the customer, the SM team that wants to ensure all products are 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 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. The 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.

• 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 such as 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.

• Activation Rate (by product)
• Depth of Product Adoption and Usage
• Customer Satisfaction
• Internal Team Satisfaction

• Bachelor’s degree, or equivalent work experience
• Typically five or more years of relevant 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.

• 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…