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 DescriptionThe Customer Success Manager (CSM) serves as the primary engagement lead for business line teams navigating AI. This role ensures a clear, consistent, and high‑quality experience from early idea shaping through post‑production adoption and value realization.
Unlike traditional customer success roles, the AI CoE CSM does not own solution delivery. Instead, the CSM focuses on intake readiness, process navigation, stakeholder alignment, and sustained adoption of AI capabilities, acting as the connective tissue across Product, Enablement, Strategy, and business teams.
The CSM operates at the use case and team level (one layer below executive sponsors), helping teams move forward with clarity, momentum, and accountability.
Core Responsibilities1. Intake Readiness & Early EngagementPartner with business teams to shape AI ideas before formal intake
Ensure requests are clear, complete, and aligned to business priorities before submission
Educate teams on approval requirements (AI Champion, Business Line Approver, etc.)
Help determine when a use case is ready vs. still forming
Serve as the single front door to the AI CoE for assigned business lines
Guide use cases through triage, early review, and decisioning stages
Proactively identify and resolve stalls, gaps, or unclear ownership
Keep stakeholders informed until a clear outcome is reached (approved, refine, or not a fit)
Build strong relationships with business line teams, AI Champions, and execution partners
Act as a connector—routing teams to Product, Enablement, or Strategy as needed
Ensure stakeholders are supported, informed, and not left without follow-up
Maintain a high-touch, responsive engagement model
Re-engage with teams once solutions are live to confirm:
Adoption and usage
Usability and effectiveness
Alignment to expected outcomes
Identify:
What is working well and should be scaled
Where additional support or iteration is needed
Feed insights back to Product and Enablement to improve solutions
Socialize reusable AI capabilities to reduce duplicate effort across teams
Share lightweight updates on delivered use cases and outcomes
Support AI-specific change management to drive adoption within business workflows
Help teams continuously improve how they leverage AI solutions
Strong ambiguity navigation and process leadership
Ability to operate without formal authority across complex stakeholder groups
Deep consultative engagement skills (shaping problems, not just responding)
Experience driving adoption and change within large organizations
Clear communication with both technical and non-technical stakeholders
Ability to identify patterns and drive continuous improvement
Location Expectations:
This role requires working from a U.S. Bank location three (3) or more days per week.
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.
Benefits:
Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:
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
Review our full benefits available by employment status here.
U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.
E-Verify
U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.
The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $111,095.00 - $130,700.00U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.
Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.
Posting may be closed earlier due to high volume of applicants.
Skills Required
- Experience shaping AI use cases and guiding teams through AI intake and adoption
- Experience driving adoption and change within large organizations
- Strong ambiguity navigation and process leadership
- Ability to operate without formal authority across complex stakeholder groups
- Deep consultative engagement skills, able to shape problems and align stakeholders
- Clear communication with both technical and non-technical stakeholders
- Ability to identify patterns and drive continuous improvement
- Ability to work hybrid with in-office expectation of 3+ days per week
US Bank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about US Bank and has not been reviewed or approved by US Bank.
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Retirement Support — The package pairs a pension with a matched 401(k), strengthening long‑term financial security. Retirement programs and other financial safeguards are presented as comprehensive.
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Leave & Time Off Breadth — Paid vacation, sick time, numerous holidays, and dedicated volunteer hours provide meaningful time away. Additional time off with tenure and options to expand PTO bolster flexibility.
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Healthcare Strength — Medical, dental, and vision coverage with HSA/FSA options and wellness resources are described as robust. Health insurance is characterized as top‑notch in multiple descriptions.
US Bank Insights
What We Do
We believe in putting people first, and our dedication to making ethical decisions and doing the right thing is at the heart of what we do. We're proud to be named by Ethisphere as a 2018 World's Most Ethical Company.
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