Senior Customer Success Manager

Q2; Austin (TX); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid Work Opportunities

Flexible Time Off

Career Development & Mentoring

Health & Wellness Benefits

Volunteer Programs

Employee Recognition

Job summary

Q2 is seeking a Senior Customer Success Manager to build and maintain relationships with new and existing clients focused on Q2's Digital Banking software products and platform. Travel expectations: 40%.

Role centers on strategic account planning, client advocacy, and cross-functional collaboration to ensure adoption, value realization, and renewal success across enterprise accounts.

Qualifications

• Minimum 12 years of B2B or B2C relationship management experience.
• Banking or Banking software experience.
• Fluent written and oral English.
• Authorized to work in the U.S. (no sponsorship).

Responsibilities

• Build and maintain strong, collaborative relationships with Enterprise clients as trusted advisor and primary relationship owner.
• Develop deep understanding of each client's business, goals, and challenges to guide account strategy.
• Create and own strategic account plans and roadmaps aligning Q2 capabilities with client priorities.
• Maintain regular strategic engagement via business reviews and executive conversations.
• Own growth/expansion by identifying whitespace and linking needs to Q2 solutions.
• Lead expansion opportunities and contract renewals with cross-functional teams.
• Monitor relationship health, identify risks and coordinate actions for improvement.
• Advocate for the client across Q2 and escalate to leadership as needed.
• Partner with CEMs to align priorities with adoption and value realization.
• Engage in new client implementations and major initiatives for a smooth transition.
• Coordinate with vendors and stakeholders for a coordinated client experience.
• Represent Q2 at client meetings, industry events, and customer-facing activities.

Skills

Executive relationship building

Education

Bachelor's degree

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

Q2 is seeking a Senior Customer Success Manager to build and maintain relationships with new and existing clients focused on Q2's Digital Banking software products and platform. Travel Expectations 40%

RESPONSIBILITIES

• Build and maintain strong, collaborative relationships with assigned Enterprise clients, serving as a trusted strategic advisor and primary relationship owner.
• Develop a deep understanding of each client's business, financial performance, strategic priorities, goals, and challenges to guide the overall account strategy.
• Build and own strategic account plans and client roadmaps that align Q2 capabilities and solutions with each client's business priorities and long-term objectives.
• Maintain regular strategic engagement with clients through business reviews, executive conversations, and other interactions appropriate to the relationship.
• Own growth and expansion strategy across assigned accounts by identifying whitespace and connecting client needs and priorities to relevant Q2 solutions and capabilities.
• Lead expansion opportunities and contract renewals, partnering with Sales, Product, Solutions Consulting, and other Q2 teams throughout the sales and renewal process.
• Monitor overall relationship health, proactively identify risks and opportunities, and coordinate appropriate actions and resources to strengthen the client relationship.
• Serve as the client's advocate across Q2, ensuring priorities, issues, and requests are effectively communicated and addressed by the appropriate internal teams, with escalation to leadership when necessary.
• Partner with Customer Experience Managers (CEMs), where applicable, to align strategic account priorities with adoption, value realization, service, and the overall client experience.
• Engage during new client implementations and major initiatives to establish relationships, understand client objectives, and support a successful transition into the ongoing Customer Success relationship.
• Coordinate with Q2 teams, vendor partners, and other stakeholders to address client needs and deliver a consistent, coordinated client experience.
• Represent Q2 at client meetings, executive engagements, industry events, user groups, and other customer-facing activities as appropriate.
• Maintain accurate and timely account, opportunity, relationship, and activity information within Q2's designated systems and processes.
• Adhere to all Q2 security, availability, confidentiality, privacy, and compliance policies and controls.

EXPERIENCE AND KNOWLEDGE

• Minimum of 12 years of Business to Business or Business to Consumer relationship management experiences with a Bachelors degree
• Minimum 6 years direct experience managing strategic accounts preferred
• Banking or Banking software experience required
• Proven executive relationship building skills and experience maneuvering within C-level structure of a large account
• Articulate, thorough, and process-minded individual
• Travel will be required
• 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"

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.