Senior Customer Success Manager

Q2; Cary (NC); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Flexible time off

Parental leave

Mentoring programs

Volunteer opportunities

Employee recognition programs

Job summary

Q2 is seeking a Senior Customer Success Manager dedicated to stewarding the success of a portfolio of leading US banks leveraging the PrecisionLender platform. In this role, you will drive measurable business outcomes for our clients by helping them unlock the full value of PrecisionLender’s relationship profitability and pricing solutions.

You will cultivate strong, multi-level relationships with clients and internal partners, developing a deep understanding of each customer’s business goals.

Qualifications

• 8+ years B2B or B2C relationship management with a Bachelor's degree
• 4+ years direct experience managing strategic accounts
• Banking or Banking software experience required
• Commercial Banking preferred
• Proven cross-sales results
• Proven executive relationship-building with C-level
• Articulate, process-minded
• Up to 25% travel

Responsibilities

• Build and maintain respectful and collaborative relationships with clients to drive retention and expansion
• Participate in final stages of new client sales and during implementation to learn client needs
• Review usage statistics and bank performance with clients to position Q2 products
• Coordinate with the account team to maintain clear client service plans
• Manage client renewals and identify additional needs for PrecisionLender/Q2
• Develop and negotiate proposals and contractual amendments
• Generate client interest in PrecisionLender/Q2 events
• Represent PrecisionLender/Q2 at client events and meetings
• Ensure security, availability, confidentiality, and privacy compliance

Skills

Relationship management

Executive-level communication

Cross-selling

Customer advocacy

Strategic account planning

Travel readiness

Education

Bachelor's degree

Tools

Salesforce

PrecisionLender

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 dedicated to stewarding the success of a portfolio of leading US banks financial institutions leveraging the PrecisionLender platform. In this role, you will be responsible for driving measurable business outcomes for our clients by helping them unlock the full value of Precision Lender’s relationship profitability and pricing solutions. You will cultivate strong, multi-level relationships with clients and internal partners, developing a deep understanding of each customer’s business goals. By aligning Q2’s innovations with those objectives, you’ll help drive meaningful results and long-term success. Supported by a team of technical and business experts, you’ll serve as a trusted advisor, ensuring consistent delivery of value and building a portfolio of lifelong advocates who expand their use of Q2 solutions. Travel Expectations 25%

Responsibilities

• Build and maintain respectful and collaborative relationships with new and existing clients as assigned, resulting in their retention and expansion
• Participate at the final stages of a new client sales process and at defined points during implementation, not as their primary delivery liaison, but to begin building rapport with the client and to learn more about their business and needs
• Meet with assigned clients regularly to review their usage statistics and bank performance, determine any needs they may have, and position PrecisionLender/Q2 products and services to resolve/meet them
• As fellow members of the account team, partner with PrecisionLender Client Experience Managers to maintain clear communication and a shared plan of client service and success
• Manage client renewals for assigned accounts, including using the renewal event to assess client’s current state and determine additional needs that could be addressed by PrecisionLender/Q2
• Prepare and escalated pricing recommendations, adjustments, and credits through the defined Delegation of Authority (DOA) process
• Develop and negotiate proposals with clients; work with internal counsel to develop and deliver contractual amendments and new contracts
• Generate client interest and participation in PrecisionLender/Q2 events (client conference, user groups, client advisory boards, etc.)
• Secure client references and approve or decline reference requests from account executives and other relationship managers
• Maintain Client detail information in Salesforce (e.g., visit logs, call logs profile updates, client reference status, client retention risk ratings, holiday cards and gifts, etc.)
• Coordinate and deliver product demos and product-specific discussions for existing clients
• Based on feedback from clients, provide input to Product Team on system enhancements and new releases, including support of projects as needed
• Assist clients with documentation for audit requests (i.e. financials, or data from Q2 not posted in the Client portal)
• Coordinate, as needed, with vendor partners to address client requests
• Participate in cross sell campaigns as assigned
• Represent PrecisionLender/Q2 at client events, onsite group sessions, as needed or assigned
• Responsible for ensuring that all security, availability, confidentiality, and privacy policies and controls are adhered to

Experience And Knowledge

• Minimum of 8 years of Business to Business or Business to Consumer relationship management experiences with a Bachelors degree
• Minimum 4 years direct experience managing strategic accounts preferred
• Banking or Banking software experience required
• Commercial Banking preferred
• Proven results in cross-sales quota and metrics-driven customer advocacy and satisfaction environment
• Proven executive relationship building skills and experience maneuvering within C-level structure of a large account
• Articulate, thorough, and process-minded individual
• Up to 25% 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. 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.

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