Client Retention Executive

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

The Client Retention Executive is part of a specialized, performance‑driven team focused exclusively on converting lagging clients into active spenders and accelerating portfolio revenue. The CRE owns a defined segment of accounts and executes targeted activation strategies, incentive structures, and data-driven interventions to unlock sustainable spend.

Key Responsibilities

Own a portfolio of lagging clients (zero-spend and underperformers), prioritizing them based on opportunity size, time-to-activation, and likelihood to convert.

Diagnose spend barriers using quantitative analysis (transaction trends, funnel conversion, pipeline velocity) and qualitative discovery (stakeholder engagement, use case validation).

Design and execute activation plans, including offer strategies (rebates, incentives), onboarding journeys, usage playbooks, and milestone-based interventions.

Run structured outreach cadences (email/call/web/demo) and orchestrate cross-functional resources (Product, Pricing, Marketing, Ops, Risk/Compliance) to remove friction and accelerate adoption.

Propose and manage incentive programs to drive spend attainment.

Monitor attainment and progression against the 6‑ and 12‑month decision gates; recommend transition to RM at >50% attainment or additional CARE incubation if

Decisioning & Governance: Prepare cases for client removal after 1 year with limited spend and for uncontrollable factor exceptions; ensure decisions are properly recorded in reporting systems.

Forecasting & Reporting: Partner with Finance to maintain accurate pipeline stages, conversion assumptions, and risk notes.

Partner with RMs to ensure smooth transitions at handoff, with clear success criteria, account context, and next-best actions.

Continuously improve playbooks; document best practices and contribute to team enablement.

Success Metrics (KPIs)

• Activation Rate: % of zero-spenders converted within 180/365 days.
• Attainment Progression: Share of clients achieving >50% attainment by month 6; median time to >50% attainment.
• Portfolio Spend Uplift: Spend attainment levels vs. baseline/control.
• Offer Efficiency: ROI of rebates/incentives; cost per activated client.
• Forecast Accuracy: Variance to weekly/monthly forecast targets.
• Throughput: Accounts progressed per quarter and cycle time to decision (transition, extend, remove).
• Transition Quality: Post-handoff performance sustainment with RM.
  
  
  

Key Competencies Required

• 5 years in client success, sales acceleration, portfolio management, growth operations, or commercial strategy in financial services, payments, SaaS, or adjacent industries.
• Proven track record turning underperforming accounts into active revenue using structured interventions and incentives.
• Strong data proficiency and ability to derive insights and actions.
• Excellent executive communication and stakeholder management; clear, concise storytelling with measurable outcomes.
• High ownership, bias to action, and comfort with test-and-learn environments.
  
  
  

Preferred Experience And Skills

• Experience with rebate/incentive design and performance measurement frameworks.
• Familiarity with activation/onboarding playbooks and lifecycle marketing.
• Exposure to forecasting and revenue planning models.
• CRM fluency (e.g., Salesforce) and BI tools (Power BI/Tableau).
• Bachelor’s degree in business, Finance, Analytics, or related field; advanced degree a plus.
  
  
  

Basic Qualifications

• Bachelor’s degree, or equivalent work experience
• Typically eight to 10 years of relevant experience
  
  
  

Location: Minneapolis Bank Plaza

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside of the location for the other days.

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: $105,400.00 - $124,000.00

U.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.