Senior Customer Communications & Programs Manager

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

As passionate about our people as we are about our mission.

Why Join Q2?

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, Business, or a related degree and a minimum of 8+ years of related exper