Senior Customer Success Manager

Q2 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 to build strong and diverse communities through innovative financial technology by empowering our people to help create success for our customers.

What Makes Q2 Special

• Celebrate employees through year-round Q2 ChangeMakers awards and global moments of recognition.
• Invest in growth and development via learning opportunities, internal mobility, and leadership relationships.
• Foster trust and collaboration through company-wide volunteer days and events like Q2 Homecoming Week, featuring learning, community service, and culture-building experiences.

About the Role

Q2 is seeking a Senior Customer Success Manager to steward the success of a portfolio of leading U.S. banks and financial institutions using the PrecisionLender platform. In this role, you will drive measurable business outcomes by helping clients unlock the full value of PrecisionLender’s relationship profitability and pricing solutions. You will cultivate strong, multi-level relationships with clients and internal partners, aligning Q2’s innovations with each customer’s business goals to drive long-term success. Supported by a team of technical and business experts, you will serve as a trusted advisor, ensuring consistent delivery of value.

Responsibilities

• Build and maintain respectful, collaborative relationships with new and existing clients to ensure retention and expansion.
• Participate in the final stages of new client sales and at defined points during implementation to build rapport and understand client needs.
• Meet with clients regularly to review usage statistics, bank performance, and position PrecisionLender/Q2 products to address their needs.
• Partner with PrecisionLender Client Experience Managers to maintain clear communication and a shared plan for client service and success.
• Manage client renewals, using renewal events to assess current state and identify additional needs.
• Prepare and escalate pricing recommendations, adjustments, and credits through the Delegation of Authority (DOA) process.
• Develop and negotiate proposals with clients; work with internal counsel on contractual amendments and new contracts.
• Generate client interest and participation in PrecisionLender/Q2 events (e.g., client conference, user groups, advisory boards).
• Secure client references and approve or decline reference requests from account executives.
• Maintain client details in Salesforce (e.g., visit logs, call logs, profile updates, reference status, retention risk ratings).
• Coordinate and deliver product demos and product-specific discussions for existing clients.
• Provide input to the Product Team on system enhancements based on client feedback.
• Assist clients with documentation for audit requests (e.g., financials or data not posted in the Client portal).
• Coordinate with vendor partners to address client requests as needed.
• Participate in cross-sell campaigns as assigned.
• Represent PrecisionLender/Q2 at client events and onsite group sessions.
• Ensure adherence to all security, availability, confidentiality, and privacy policies and controls.

Requirements

• Minimum of 8 years of Business-to-Business or Business-to-Consumer relationship management experience with a Bachelor’s degree.
• Minimum 4 years of direct experience managing strategic accounts preferred.
• Banking or banking software experience required; commercial banking preferred.
• Proven results in cross-sales, quota, and metrics-driven customer advocacy and satisfaction.
• Proven executive relationship-building skills and experience maneuvering within C-level structures.
• Articulate, thorough, and process-minded individual.
• Up to 25% travel required.
• Fluent written and oral communication in English.
• Authorized to work for any employer in the U.S.; sponsorship is not available at this time.

Benefits

• Hybrid work opportunities.
• Flexible time off.
• Career development and mentoring programs.
• Competitive health insurance offerings and generous paid parental leave for eligible new parents.
• Community volunteering and company philanthropy programs.
• Employee peer recognition programs (“You Earned It”).
• Resources for physical, mental, and professional well-being.
• Spark Program for volunteer work and nonprofit support.

Q2 fosters a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. We are an Equal Opportunity Employer and consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.