Senior Customer Success Manager

Senior Customer Success Manager

Q2 is seeking a Senior Customer Success Manager to build and maintain relationships with new and existing clients focused on Q2's Digital Banking software products and platform. Travel Expectations 40%.

Responsibilities:

• Build and maintain strong, collaborative relationships with assigned Enterprise clients, serving as a trusted strategic advisor and primary relationship owner.
• Develop a deep understanding of each client's business, financial performance, strategic priorities, goals, and challenges to guide the overall account strategy.
• Build and own strategic account plans and client roadmaps that align Q2 capabilities and solutions with each client's business priorities and long-term objectives.
• Maintain regular strategic engagement with clients through business reviews, executive conversations, and other interactions appropriate to the relationship.
• Own growth and expansion strategy across assigned accounts by identifying whitespace and connecting client needs and priorities to relevant Q2 solutions and capabilities.
• Lead expansion opportunities and contract renewals, partnering with Sales, Product, Solutions Consulting, and other Q2 teams throughout the sales and renewal process.
• Monitor overall relationship health, proactively identify risks and opportunities, and coordinate appropriate actions and resources to strengthen the client relationship.
• Serve as the client's advocate across Q2, ensuring priorities, issues, and requests are effectively communicated and addressed by the appropriate internal teams, with escalation to leadership when necessary.
• Partner with Customer Experience Managers (CEMs), where applicable, to align strategic account priorities with adoption, value realization, service, and the overall client experience.
• Engage during new client implementations and major initiatives to establish relationships, understand client objectives, and support a successful transition into the ongoing Customer Success relationship.
• Coordinate with Q2 teams, vendor partners, and other stakeholders to address client needs and deliver a consistent, coordinated client experience.
• Represent Q2 at client meetings, executive engagements, industry events, user groups, and other customer-facing activities as appropriate.
• Maintain accurate and timely account, opportunity, relationship, and activity information within Q2's designated systems and processes.
• Adhere to all Q2 security, availability, confidentiality, privacy, and compliance policies and controls.

Experience and Knowledge:

• Minimum of 12 years of Business to Business or Business to Consumer relationship management experiences with a Bachelors degree.
• Minimum 6 years direct experience managing strategic accounts preferred.
• Banking or Banking software experience required.
• Proven executive relationship building skills and experience maneuvering within C-level structure of a large account.
• Articulate, thorough, and process-minded individual.
• Travel will be required.
• This 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 & Wellness Hybrid Work Opportunities Flexible Time Off Career Development & Mentoring Programs Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents Community Volunteering & Company Philanthropy Programs Employee Peer Recognition Programs "You Earned it"

Our Culture & Commitment: We're proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcareoffering 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 impactin 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.

Q2's mission is to build strong and diverse communities by strengthening their financial institutions. That mission shapes the technology we build, how we serve our customers, and how we show up for each other. Our vision is to deliver digital banking and lending solutions that help financial institutions deepen relationships, improve experiences, and grow. Across every department and region, Q2 team members bring creativity, collaboration, and purpose to building technology that makes banking stronger, easier, and more human. Q2's culture is built by Q2ers and grounded in ten guiding principles that define how we show up for each other, our customers, and our communities. We take our mission seriously. We also have fun doing it. Teams across the company work together to solve hard problems, move quickly, and make a real impact on the financial institutions and communities we serve. We're also helping shape how AI is applied in financial services, bringing the same disciplined, banking-first approach Q2 has practiced for more than 20 years to this next chapter of innovation.