U.S. Bank

AI Customer Success Manager

U.S. Bank • $111K — $130K *
Chicago, IL 60629In-Person
Information Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years of experience in customer success or project management roles
  • Strong skills in ambiguity navigation and process leadership
  • Proven ability to operate without formal authority across complex stakeholder groups
  • Deep consultative engagement skills focused on shaping problems
  • Experience driving adoption and change within large organizations
  • Clear communication with technical and non-technical stakeholders
  • Demonstrated ability to identify patterns for continuous improvement

Responsibilities

  • Partner with business teams to shape AI ideas prior to intake submission
  • Ensure requests are aligned with business priorities and ready for approval
  • Guide use cases through triage, early review, and decision-making stages
  • Proactively resolve stalls, gaps, or unclear ownership in processes
  • Build strong relationships with business line teams and AI Champions
  • Act as a connector between teams and necessary resources
  • Help teams continuously improve and realize value from AI solutions

Benefits

  • Comprehensive healthcare options including medical, dental, and vision
  • Basic and optional term life insurance
  • Short-term and long-term disability insurance
  • Paid pregnancy disability and parental leave
  • 401(k) with employer-funded retirement plan
  • Generous paid vacation and holiday opportunities
  • Adoption assistance program
  • Accrued sick and safe leave
Full Job Description
Job Description

The 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 Engagement

  • Partner 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

2. Navigation & Process Orchestration

  • 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)

3. Stakeholder Coordination & Experience

  • 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

4. Post-Launch Adoption & Value Realization

  • 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

5. Ongoing Value Enablement & Change Management

  • 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

Preferred Skills:

  • 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

**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 the office location for the other days.**

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.

About U.S. Bank

U.S. Department of the Treasury is a government agency responsible for promoting economic prosperity and ensuring financial security. The department is responsible for a wide range of activities such as advising on economic and financial issues, encouraging sustainable economic growth, and fostering improved governance in financial institutions.

U.S. Bank Careers

Join the dynamic team at U.S. Bank, one of the nation's top banking institutions, where your career journey is as promising as the services we provide to our customers. At U.S. Bank, we are committed to fostering a culture of innovation, leadership, and diversity that is unmatched in the industry.

Explore Job Opportunities and Growth

At U.S. Bank, we offer a variety of job opportunities that cater to a range of skills and professional interests. Whether you are looking for a position in finance, technology, customer service, or management, U.S. Bank is hiring talented individuals who are eager to contribute to our mission and grow with us.

Internship Programs

Kickstart your career with U.S. Bank’s internship programs. These opportunities are designed for ambitious students who want to gain hands-on experience and develop essential skills in a real-world setting. Our internships provide a platform to engage with experienced professionals and explore potential career paths within the company.

Benefits and Employment Perks

Choosing a career at U.S. Bank means more than just employment. We offer comprehensive benefits designed to enhance your life and well-being. From health and wellness programs to retirement plans, we ensure our team members are supported both personally and professionally.

Our Commitment to Diversity and Inclusion

Diversity and inclusion are at the core of our values at U.S. Bank. We are dedicated to creating an environment where all employees feel valued and included. Our diversity training programs are part of our commitment to an inclusive workplace, where everyone can thrive.

Leadership and Professional Development

Leadership at U.S. Bank is about more than guiding teams – it's about inspiring them. We invest in leadership training and professional development programs that help our employees become the best in their fields. By fostering a culture of learning and growth, we prepare our team members to take on new challenges and leadership roles.

Networking and Innovation

Networking at U.S. Bank goes hand in hand with innovation. Our employees are encouraged to connect with colleagues and industry leaders through various networking events and professional groups. This collaborative environment fuels innovation and allows us to stay ahead in a competitive industry.

Join Our Team

Are you ready to take the next step in your career? Explore the open positions at U.S. Bank and find where your skills and passions align with our needs. Prepare your resume, sharpen your interview skills, and get ready to join a team where your career can flourish.

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Stay ahead in your career with U.S. Bank – where your growth is our priority.
Learn more about U.S. Bank
Size
68,796 employees
Market Cap
$66.2 billion
Industry
Finance & Insurance
Net Income
$4.9 billion
5 Year Trend
+0.5%
NASDAQ
USB
* Ladders Estimates

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