Senior Customer Communications & Programs Architect

Q2; Austin (TX); On-site; USD 120,000 - 170,000; Full time

Job summary

Q2 is seeking a Senior Customer Communications & Programs Manager to coordinate a coordinated, customer-centric communications experience across the lifecycle. This role sits in the Customer Marketing Programs team and acts as a cross-functional connector among Marketing, Customer Success, Product, Support, and Operations to standardize channels, messaging, and timing.

It emphasizes scalable frameworks and enablement of subject matter experts to communicate effectively.

Qualifications

• Bachelor's degree in Marketing, Business, or related field plus 8+ years of experience.
• Experience coordinating multi-team initiatives and customer communications programs.
• Strong communication and collaboration skills across Marketing, Customer Success, Product, and Support.

Responsibilities

• Build and manage scalable customer communications across email, portal, webinars, and in-product messaging.
• Collaborate with teams to align priorities, audiences, channels, and timing using a centralized calendar.
• Establish playbooks, workflows, and reviews for service alerts, product updates, and regulatory notices.
• Develop templates and training to enable subject matter experts to communicate clearly and consistently.
• Coordinate education programs (webinars, updates) to inform and build confidence with customers.
• Shape the customer portal as an integrated destination for communications and engagement.
• Define and monitor KPIs to improve customer experience and engagement.

Skills

Cross-functional collaboration

Project management

Stakeholder communication

Education

Bachelor's degree in Marketing or Business

Job description

Q2 is seeking a Senior Customer Communications & Programs Manager to coordinate a coordinated, customer-centric communications experience across the lifecycle. This role sits in the Customer Marketing Programs team and acts as a cross-functional connector among Marketing, Customer Success, Product, Support, and Operations to standardize channels, messaging, and timing.

It emphasizes scalable frameworks and enablement of subject matter experts to communicate effectively.