Customer Success Manager - Avvance POS Lending

U.S. Bank • Minneapolis, MN

21h • Hybrid

About The Position

The role of the Customer Success Manager is to deliver a best in class partner experience by supporting enterprise partners from time of sale through implementation and ongoing partnership growth, with a focus on activation, adoption, and monetization across the partnership. The Partner Success Manager works directly with partners to ensure they have the knowledge, tools, and operational readiness needed to successfully launch, activate, and scale U.S. Bank Avvance, including early engagement to set expectations and support a smooth transition from sale to implementation. The Partner Success Manager collaborates with a variety of internal teams to remove roadblocks, strengthen partner engagement, and drive solutions that support performance and growth, while providing ongoing feedback and performance insights to ensure a partner centered experience and advance activation, utilization, and long term partnership success.

Requirements

• Bachelor’s degree, or equivalent work experience
• Typically four to six years of relevant experience

Nice To Haves

• Bachelor’s degree, or equivalent work experience.
• 8+ years of experience in partner success, customer success, relationship management, program management, or a related customer-facing role.
• Demonstrated experience supporting complex clients, partners, or programs.
• Ability to build strong relationships with Enterprise Partners, providing end-to-end support beginning during the sales process once a partner commits to moving forward with Avvance.
• Strong partner engagement skills to drive activation, adoption, and monetization across complex partnerships.
• Demonstrated ability to advise partners on program components, including integration approach, operating model, enablement, and best practices to scale utilization.
• Experience supporting partners through implementation, activation, and ramp, ensuring readiness to launch, onboard merchants, and drive ongoing usage.
• Proven problem-solving skills, with the ability to coordinate across internal teams to resolve partner issues and remove roadblocks.
• Strong written and verbal communication skills, with experience managing partner communications via email and meetings and maintaining clear documentation.
• Ability to synthesize partner performance data and qualitative feedback into clear insights and recommendations for leadership.
• Receptiveness to internal and external feedback, with a continuous improvement mindset focused on partner experience and outcomes.
• Ability to manage changing priorities while supporting a portfolio of enterprise partners.
• Strong cross-functional collaboration skills to align internal stakeholders across partner success, onboarding, and operational processes.
• Experience documenting and maintaining SOPs, playbooks, and templates to ensure accurate and up-to-date partner success guidance.

Responsibilities

• Build strong relationships with Enterprise Partners in the Avvance portfolio, providing end-to-end support beginning during the sales process once a partner commits to moving forward with Avvance.
• Engage partners early to drive activation, adoption, and monetization across the partnership.
• Advise partners on Avvance program components, including integration approach, operating model, enablement, and best practices to scale utilization.
• Support partners through implementation, activation, and ramp, ensuring readiness to launch, onboard merchants, and drive ongoing usage.
• Proactively identify and resolve partner issues by coordinating with internal teams to remove roadblocks and meet partner needs.
• Manage partner communications through email and meetings, ensuring clear documentation and visibility for partners and internal stakeholders.
• Provide feedback and insights to leadership on partner performance, activation progress, and internal process gaps, with recommendations to improve outcomes.
• Adapt to changing priorities while managing a portfolio of enterprise partners.
• Build strong internal relationships and document processes, maintaining SOPs, playbooks, and templates to ensure accurate and up-to-date partner success guidance.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level