Client Success Group Head

Role Overview

• 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

• 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

• 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