Head of Customer Success, Digital Platforms

U.S. Bank • Minneapolis, MN

3d • Hybrid

About The Position

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. Job Description Position Overview The Digital Platforms Organization is seeking a seasoned executive to lead our Customer Success team. This role is pivotal in ensuring our internal partner teams achieve maximum value from our Digital Platform solutions, fostering long-term partnerships, and driving organizational growth. The Head of Customer Success will shape the vision, strategy, and execution for customer engagement across our portfolio, working closely with cross-functional leaders to deliver exceptional results.

Requirements

• Deep knowledge of financial services industry, with 15+ years of financial services leadership experience.
• 15+ years of leadership experience in Customer Success or related fields
• Proven track record of building and scaling customer success teams in a fast-paced environment.
• Direct experience scaling agentic AI capabilities, with demonstrated success in deploying advanced AI-driven solutions that reduce time to market and remove customer friction.
• Strong analytical, communication, and executive presence skills.
• Demonstrated ability to foster cross-functional collaboration and relationships to drive business results.
• Deep understanding of customer lifecycle management, customer health metrics, and value realization strategies.

Nice To Haves

• Bachelor’s degree required; Master’s degree or MBA preferred.
• Visionary leadership and strategic thinking.
• Customer-centric mindset with a passion for delivering exceptional experiences.
• Results-driven approach with a focus on measurable outcomes.
• Ability to influence and inspire at all organizational levels.
• Adaptability and resilience in a dynamic, evolving market.

Responsibilities

• Strategic Leadership: Develop and execute the Customer Success strategy aligned with the Digital Platforms Organization’s capabilities and the bank’s overall objectives. Lead a high-performing team, cultivate a culture of customer-centricity, and drive initiatives that improve client satisfaction and retention.
• Scaling Agentic AI Capabilities: Own expansion of agentic AI solutions within Platforms with the explicit goal of accelerating time to market and eliminating customer friction. Collaborate with technology and product teams to ensure these innovations deliver measurable improvements for both customers and the organization.
• Customer Engagement: Serve as the executive sponsor for strategic relationships, ensuring proactive engagement and partnership. Identify opportunities to deepen relationships with Business lines, expand platform adoption, and deliver measurable business outcomes for clients. Structure value-driven roadmap conversations.
• Professional Services: Create playbook and own execution to support implementation teams using our capabilities. Strategies will run the gamut from fully autonomous to assisted development.
• Operational Excellence: Build scalable processes and frameworks for intake and onboarding, support, and ongoing value delivery leveraging AI. Establish and track KPIs, analyze customer health metrics, and implement continuous improvement strategies.
• Cross-Functional Collaboration: Partner with Product, Agile, Design and Engineering to represent the voice of the customer, influence product roadmap, and align go-to-market strategies.
• Team Development: Recruit, mentor, and develop Customer Success leaders and professionals. Foster a collaborative and high-accountability environment that attracts and retains top talent.

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: Executive
• Number of Employees: 5,001-10,000 employees