Senior Customer Success Manager

Q2 · Lincoln, NE · 2 wk ago

Full-time

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 fun events and volunteer activities, including Q2 Homecoming Week (learning, community service, and culture-building)

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. You will drive measurable business outcomes by helping clients unlock the full value of PrecisionLender’s relationship profitability and pricing solutions. As a trusted advisor, you will cultivate strong, multi-level relationships, align Q2’s innovations with client goals, and ensure consistent delivery of value.

Responsibilities

Build and maintain respectful, collaborative relationships with new and existing clients to ensure retention and expansion
Engage at the final stages of new client sales and during implementation to build rapport and understand business needs
Meet regularly with clients to review usage statistics, bank performance, and position PrecisionLender/Q2 products to address needs
Partner with PrecisionLender Client Experience Managers to maintain clear communication and a shared client service plan
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; collaborate with internal counsel on contractual amendments and new contracts
Generate client interest and participation in PrecisionLender/Q2 events (conferences, user groups, advisory boards)
Secure client references and approve or decline reference requests from account executives
Maintain client details in Salesforce (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 audit documentation (financials, data from Q2 not 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 B2B or B2C 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-driven customer advocacy, and satisfaction
Proven executive relationship-building skills and experience navigating 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. (no Visa sponsorship available)

Benefits

Hybrid work opportunities
Flexible time off
Career development and mentoring programs
Competitive health insurance 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