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, Q2 Homecoming Week, 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, align Q2’s innovations with client goals, and serve as a trusted advisor to ensure consistent value delivery.

Responsibilities

• Build and maintain respectful, collaborative relationships with new and existing clients to ensure retention and expansion.
• Engage 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 success.
• Manage client renewals, assess current state, and identify additional needs addressable by PrecisionLender/Q2.
• Prepare and escalate pricing recommendations, adjustments, and credits through the Delegation of Authority (DOA) process.
• Develop and negotiate proposals, and collaborate 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 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, data from Q2).
• 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 attainment, and metrics-driven customer advocacy.
• Proven executive relationship-building skills and experience engaging with C-level stakeholders.
• 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. (no Visa sponsorship 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”).
• Wellness benefits supporting physical, mental, and professional well-being.
• Spark Program for volunteer work and nonprofit support.