Senior Customer Success Manager

Senior Customer Success ManagerQ2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers.Q2 is seeking a Senior Customer Success Manager dedicated to stewarding the success of a portfolio of leading US banks financial institutions leveraging the PrecisionLender platform. In this role, you will be responsible for driving measurable business outcomes for our clients by helping them unlock the full value of Precision Lender's relationship profitability and pricing solutions.You will cultivate strong, multi-level relationships with clients and internal partners, developing a deep understanding of each customer's business goals. By aligning Q2's innovations with those objectives, you'll help drive meaningful results and long-term success. Supported by a team of technical and business experts, you'll serve as a trusted advisor, ensuring consistent delivery of value and building a portfolio of lifelong advocates who expand their use of Q2 solutions. Travel Expectations 25%Responsibilities include:Build and maintain respectful and collaborative relationships with new and existing clients as assigned, resulting in their retention and expansionParticipate at the final stages of a new client sales process and at defined points during implementation, not as their primary delivery liaison, but to begin building rapport with the client and to learn more about their business and needsMeet with assigned clients regularly to review their usage statistics and bank performance, determine any needs they may have, and position PrecisionLender/Q2 products and services to resolve/meet themAs fellow members of the account team, partner with PrecisionLender Client Experience Managers to maintain clear communication and a shared plan of client service and successManage client renewals for assigned accounts, including using the renewal event to assess client's current state and determine additional needs that could be addressed by PrecisionLender/Q2Prepare and escalate pricing recommendations, adjustments, and credits through the defined Delegation of Authority (DOA) processDevelop and negotiate proposals with clients; work with internal counsel to develop and deliver contractual amendments and new contractsGenerate client interest and participation in PrecisionLender/Q2 events (client conference, user groups, client advisory boards, etc.)Secure client references and approve or decline reference requests from account executives and other relationship managersMaintain Client detail information in Salesforce (e.g., visit logs, call logs profile updates, client reference status, client retention risk ratings, holiday cards and gifts, etc.)Coordinate and deliver product demos and product-specific discussions for existing clientsBased on feedback from clients, provide input to Product Team on system enhancements and new releases, including support of projects as neededAssist clients with documentation for audit requests (i.e. financials, or data from Q2 not posted in the Client portal)Coordinate, as needed, with vendor partners to address client requestsParticipate in cross sell campaigns as assignedRepresent PrecisionLender/Q2 at client events, onsite group sessions, as needed or assignedResponsible for ensuring that all security, availability, confidentiality, and privacy policies and controls are adhered toExperience and knowledge required:Minimum of 8 years of Business to Business or Business to Consumer relationship management experiences with a Bachelors degreeMinimum 4 years direct experience managing strategic accounts preferredBanking or Banking software experience requiredCommercial Banking preferredProven results in cross-sales quota and metrics-driven customer advocacy and satisfaction environmentProven executive relationship building skills and experience maneuvering within C-level structure of a large accountArticulate, thorough, and process-minded individualUp to 25% travel will be requiredThis position requires fluent written and oral communication in English. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.Health & WellnessHybrid Work OpportunitiesFlexible Time OffCareer Development & Mentoring ProgramsHealth & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parentsCommunity Volunteering & Company Philanthropy ProgramsEmployee Peer Recognition Programs – "You Earned it"We're proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcare—offering resources for physical, mental, and professional well-being. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program. We believe in making an impact—in the industry and in the community.We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.Applicants in California or Washington State may not be exempt from federal and state overtime requirements