Senior Manager, Scalable Customer Communications & Programs

Q2; Lincoln (NE); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid Work Opportunities

Flexible Time Off

Career Development & Mentoring

Health & Wellness Benefits

Community Volunteering & Philanthropy

Employee Recognition Programs

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, Operations, and other teams to align messages and channels at scale.

In this role, you will build frameworks, templates, and playbooks that enable subject matter experts to communicate clearly, consistently, and efficiently.

Qualifications

• Bachelor’s degree and 8+ years in customer marketing, communications, lifecycle marketing, or related field.
• Experience managing cross-functional programs with multiple stakeholders, systems and channels.
• Excellent written and verbal communication with coaching ability.
• Ability to translate complex information into clear customer communications.
• Experience with marketing automation, CRM, portals or webinar platforms.

Responsibilities

• Build and manage a scalable, coordinated approach to customer communications across email, portal, webinars, in-product messaging, and other channels.
• Partner with teams across Q2 to align priorities, audiences, channels, and timing using a centralized calendar.
• Establish playbooks, workflows, and review processes for key communications.
• Develop templates, guidelines, and training to empower SMEs to create clear communications.
• Collaborate with Brand, Communications, and Product Marketing to ensure brand voice alignment.
• Leverage AI and automation to increase efficiency and scalability.
• Govern the customer portal with clear content ownership and publishing standards.
• Lead planning and execution of customer education programs and webinars.
• Connect communications and education with broader marketing initiatives.
• Define and monitor KPIs to continually improve engagement and experience.

Skills

Cross-functional collaboration

Program management

Written and verbal communication

Ability to influence

Strategic thinking

English fluency

Education

Bachelor’s degree in Marketing/Communications/Business

Tools

Marketing automation

CRM systems

Customer portal/CMS

Webinar platforms

Job description

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, Operations, and other teams to align messages and channels at scale.

In this role, you will build frameworks, templates, and playbooks that enable subject matter experts to communicate clearly, consistently, and efficiently.