Customer Success Onboarding Manager - Spend Management

U.S. Bank • Los Angeles, CA

3d • $98,345 - $115,700 • Hybrid

About The Position

The Customer Success Onboarding Manager within Consumer Business Banking is tasked with assisting new customers navigate the complexity of getting started (aka onboarding) with multiple solutions. As such, this function serves three main stakeholders: the customer, the executive 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 Spend Management Onboarding Manager 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.

Requirements

• Bachelor’s degree, or equivalent work experience
• Typically five or more years of relevant experience
• Proven results onboarding business clients onto 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 SaaS organizations
• Ability to translate customer feedback into actionable insights and partner cross-functionally to improve product and onboarding experiences

Responsibilities

• Drive rapid Spend Management feature adoption and early success for high-priority business credit card clients, especially in larger, relationship-managed accounts.
• Collaborate with Business Banking Relationship Managers (BBRMs), Business Card Specialists (BCS), and Small Business Specialists (SBS) to support their efforts without disrupting banker ownership.
• Partner with the Mid‑Funnel Growth team to align human-led onboarding with automated activation campaigns.
• Coordinate with L2 technical support and product teams to resolve integration or setup issues.
• Measure success through metrics such as SM login & feature activation rates, ongoing monthly usage (MAU), and depth of features adopted.

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