Senior Customer Communications & Programs Manager

Q2 India; Austin (TX); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Hybrid Work Opportunities

Flexible Time Off

Career Development & Mentoring

Job summary

Q2 is seeking a Senior Customer Communications & Programs Manager to drive a coordinated, customer‑centric communications experience across the lifecycle. You will connect Marketing, Customer Success, Product, Support, and Operations to implement scalable frameworks and best practices for customer communications.

You will enable subject matter experts to communicate clearly at scale, lead customer education programs, and help shape the Q2 customer portal to become an integrated destination for

Qualifications

• Typically requires a bachelor’s degree in Marketing, Communications, Business, or related field with 8+ years in customer marketing, communications, lifecycle, or related discipline.
• Demonstrated experience managing cross‑functional programs with multiple stakeholders, systems and channels.
• Strong program and project management skills with ability to move ideas through execution.
• Excellent written and verbal communication skills suitable for a customer‑facing role.
• Ability to translate complex information into clear customer messaging and enable teams to communicate at scale.

Responsibilities

• Build and manage a scalable, coordinated approach to customer communications across email, the customer portal, webinars, and other channels.
• Align priorities, audiences, channels, and timing with internal teams using a centralized calendar.
• Establish playbooks, workflows, and review processes for service alerts, product updates, and educational content.
• Develop templates and guidelines that empower SMEs and business teams to create clear communications.
• Collaborate with Brand, Communications, and Product Marketing to ensure brand voice and customer experience standards.
• Lead governance of the customer portal with clear ownership, publishing standards, and maintenance processes.

Skills

Cross-functional leadership

Program management

Marketing automation

CRM

Customer communications

Excellent written communication

Influence without authority

Education

Bachelor’s degree in Marketing, Communications, Business

Tools

Marketing automation platforms

CRM systems

Content management systems

Webinar platforms

Job description

Why Join Q2?

As passionate about our people as we are about our mission. 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 simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers.

What Makes Q2 Special?

Being as passionate about our people as we are about our mission. We celebrate our employees in many ways through our year-round Q2 ChangeMakers awards program and global moments of recognition and connection. We invest in the growth and development of our team members through ongoing learning opportunities, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun and giving back together. From company-wide volunteer days to events like our Q2 Homecoming Week—featuring learning, community service, and culture-building experiences—we create opportunities to connect, grow, and make an impact.

Summary

The Senior Customer Communications & Programs Manager is responsible for helping Q2 deliver a coordinated, consistent and customer‑centric communications experience across the customer lifecycle. Sitting within the Customer Marketing Programs team, this role serves as a cross‑functional connector across Marketing, Customer Success, Product, Support, Operations and other teams that communicate with customers. The Customer Communications & Programs Manager will help teams navigate Q2’s customer communication channels, tools and processes; establish scalable communication frameworks and best practices; and coordinate customer‑facing communications to improve consistency, relevance and overall customer experience. This role is less focused on being the primary writer of customer communications and more focused on enabling the organization to communicate effectively at scale. The manager will create the frameworks, templates, processes and programs that allow subject matter experts and business owners to communicate clearly and consistently based on the type of communication and customer need. The role will also own the execution of customer education and engagement programs designed primarily to inform, educate and build confidence with customers rather than directly drive cross‑sell. Examples include technology transformation webinars, customer updates, executive or SME‑led educational programs and other scalable customer information programs. Over time, this role will also help shape how Q2 uses its customer portal as a more integrated destination for customer communications, information and engagement.

Responsibilities

• Build and manage a scalable, coordinated approach to customer communications across email, the customer portal, webinars, in-product messaging, and other customer‑facing channels
• Partner with teams across Q2 to align communication priorities, audiences, channels, and timing, using a centralized calendar to reduce overlap, address gaps, and deliver a consistent customer experience
• Establish playbooks, workflows, and review processes for key communications, including service alerts, planned maintenance, product updates, regulatory notices, customer education, and executive updates
• Develop templates, guidelines, and training that empower subject matter experts and business teams to create clear, consistent communications while reducing reliance on Marketing for day‑to‑day execution
• Collaborate with Brand, Communications, and Product Marketing to ensure customer communications align with Q2's brand voice, messaging standards, and customer experience expectations
• Partner with platform and technology teams to streamline processes, improve channel integrations, address communication gaps, and leverage AI and automation to increase efficiency and scalability
• Support governance of the Q2 customer portal by establishing clear content ownership, publishing standards, organization, and maintenance processes while contributing to its long‑term roadmap
• Lead the planning and execution of customer education programs, including the technology transformation webinar series, overseeing content, speakers, promotion, production, follow‑up, and performance measurement while developing repeatable approaches that scale
• Collaborate with Customer Communities, Customer Growth, Adoption Programs, and Executive Briefings to connect customer communications and education with broader customer marketing initiatives
• Define and monitor key performance indicators (KPIs), including engagement, attendance, customer feedback, and channel effectiveness, using performance data and Customer Success insights to continually improve communications and the customer experience

Experience and Knowledge

Typically requires a bachelor’s degree in Marketing, Communications, Business, or a related field and a minimum of 8+ years in customer marketing, customer communications, lifecycle marketing, customer experience, program management or a related discipline, preferably within B2B technology, SaaS, fintech or another complex customer environment. Demonstrated experience managing cross‑functional programs involving multiple stakeholders, systems, and communication channels. Strong program and project management skills, with the ability to move work from idea through execution. Excellent written and verbal communication skills, with the ability to recognize strong customer communications and coach others toward clear, customer‑friendly messaging. Ability to translate complex or technical information into communication approaches that resonate with different customer audiences. Experience with marketing automation, CRM, customer portals or content management systems, webinar platforms, and other customer communication technologies. Strong organizational skills and attention to detail, particularly when coordinating multiple customer‑facing communications at once. Ability to influence without direct authority and create alignment across teams with different priorities and responsibilities. Comfortable working with executives, subject matter experts, technical teams, and customer‑facing organizations. A systems‑oriented mindset, with an interest in improving processes, building scalable frameworks, and using technology and AI to improve efficiency. Curiosity about the customer experience and a willingness to continually find ways to make it easier for customers to stay informed and engaged with Q2. 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” Click here to find out more about the benefits we offer. 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 healthcare—offering resources for physical, mental, and professional well‑being. Click here to find out more about the benefits we offer. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program (see more). We believe in making an impact—in the industry and in the community.

Mission

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.

Vision

We started with a straightforward belief: technology could fundamentally change how financial institutions serve their communities. More than 20 years later, that belief still drives us. Q2 delivers 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.

Culture & Values

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.

Equal Opportunity Employer

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.

Applicants in California or Washington State may not be exempt from federal and state overtime requirements.