Senior Manager- Client Success Lead

ITSMF; McLean (VA); On-site; USD 178,000 - 203,000; Full time

Job summary

Capital One is seeking a Senior Manager- Client Success Lead in McLean, VA to oversee a team delivering Branded Card marketing campaigns. You will coordinate across segments, manage capacity, and drive performance with a focus on alignment with business objectives.

Responsibilities include leading a team of project managers, maintaining program governance, and presenting delivery performance in MBRS and executive reviews. This role guides strategic planning and cross-functional prioritization.

Qualifications

• Bachelor’s Degree, Military experience, or at least 10 years of commensurate work experience.
• 5+ Years of Account Executive, Customer Success, Operations, or Project Management experience.
• 3 years of People Management experience.

Responsibilities

• Lead an Execution Manager and team of project managers who coordinate the delivery of digital marketing and messaging campaigns.
• Manage capacity and lead resource conversations with the business segment.
• Foster a high-performance culture and ensure the team operates with unified vision and excellence.
• Act as the single point of contact for the assigned business segment for delivery of campaigns.
• Build relationships with segment leadership and serve as a trusted partner for delivery.

Skills

Account Executive

Customer Success

Operations

Project Management

People Management

Leadership

Strategic planning

Communication

Education

Bachelor’s Degree or equivalent experience

Job description

Senior Manager- Client Success Lead

Capital One, a Fortune 500 company, a Fortune Magazine “100 Best Companies to Work For,” and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our mission is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company – and a great place to work.

As a Client Success Lead, you will lead an Execution Manager and a team of project managers charged with ensuring the on-time and accurate delivery of Branded Card marketing and messaging campaigns. You will also serve as the primary point of contact for Card Business Segment Leadership within the Enterprise Marketing & Messaging (M&M) Delivery team. This role focuses on strategically overseeing, managing, and aligning the delivery of business intent and marketing and messaging initiatives within Branded Card. You will work closely with segment leadership, horizontal delivery team leadership, and internal support teams to coordinate the prioritization and execution of marketing campaigns and continuous improvement projects to ensure alignment with business objectives. The Client Success Lead will also maintain performance accountability, manage capacity, and contribute to platform and technology roadmaps to drive efficient delivery.

Key Responsibilities:

People Leadership and Team Development

• Lead an Execution Manager and team of project managers who coordinate the delivery of digital marketing and messaging campaigns.
• Support Execution Manager in ensuring team capacity and leading resource conversations with the business segment.
• Foster a high-performance culture, nurture talent, and ensure the project management team operates with a unified vision and consistent excellence.

Business Segment Relationship Management

• Act as the single point of contact for assigned business segment, facilitating the delivery of marketing and messaging campaigns.
• Build and maintain strong relationships with segment leadership, serving as a trusted advisor and partner for marketing and messaging delivery.
• Facilitate forums and discussions to share performance, insights, and alignment on upcoming priorities and initiatives.

Business Intent Execution Accountability

• Collaborate with business partners to plan, prioritize, and refine strategic intent across delivery models.
• Serve as the escalation point for business segment concerns, addressing issues with appropriate teams.
• Identify, initiate and lead continuous improvement projects to support campaign delivery
• Partner with Capacity Planning and Resource Management to forecast and allocate resources to meet segment objectives.

Metrics & Performance Reporting

• Oversee the performance and reporting of business segment portfolios, ensuring transparency and alignment on marketing delivery metrics.
• Prepare and present content for Monthly Business Reviews (MBRs), segment reviews, and other forums on delivery performance.
• Analyze and communicate segment-specific data to drive continuous improvement and support data-driven decision-making.

Platform & Technology Partnership

• Stay informed about platform roadmaps and changes that could impact marketing delivery, advising on prioritization and execution adjustments.
• Act as a consultant for platform development and align technology builds with marketing processes and delivery needs.

Qualifications:

Basic Qualifications:

• Bachelor’s Degree, Military experience, or at least 10 years of commensurate work experience
• At least 5 Years of Account Executive, Customer Success, Operations, or Project Management experience
• At least 3 years of People Management experience

Preferred Qualifications:

• Masters Degree or MBA
• 8+ years of Project Management or Process Management experience
• 5+ years of People Management experience
• Proven experience in strategic planning, prioritization, and execution within a marketing delivery framework
• Excellent interpersonal and communication skills with the ability to influence cross-functional teams and stakeholders.
• Experience in managing large-scale initiatives and building client relationships at the senior management level.
• Familiarity with project management tools and methodologies (e.g., Agile, Scrum, JIRA).
• Experience in capacity planning, resource management, and performance reporting frameworks.
• Experience managing backlogs, roadmaps, and cross-functional prioritization for projects.
• Proficient in analyzing data and performance metrics, using insights to drive continuous improvement and guide resource allocation.
• Comfortable preparing and presenting insights for Monthly Business Reviews (MBRs), executive reviews, and client meetings.
• Ability to identify and mitigate risks proactively, including experience managing escalations and addressing issues with candor and care.
• Excellent written and verbal communication skills, with the ability to distill complex information for varied audiences.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Riverwoods, IL: $161,500 - $184,300 for Sr Manager, Project Management

Chicago, IL: $161,500 - $184,300 for Sr Manager, Project Management

McLean, VA: $177,700 - $202,800 for Sr Manager, Project Management

New York, NY: $193,800 - $221,200 for Sr Manager, Project Management

Richmond, VA: $161,500 - $184,300 for Sr Manager, Project Management

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days. No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).