Senior Customer Communications & Programs Manager

Q2 Software•Austin, TX

3d•Hybrid

About The Position

The Senior Customer Communications & Programs Manager sits within Q2’s Customer Marketing Programs team and helps deliver a coordinated, consistent, customer-centric communications experience across the customer lifecycle. The role connects Marketing, Customer Success, Product, Support, Operations, and other teams that communicate with customers. It helps teams navigate Q2’s customer communication channels, tools, and processes while establishing scalable frameworks and best practices to improve consistency, relevance, and the overall customer experience. Rather than serving primarily as the writer of customer communications, the manager creates frameworks, templates, processes, and programs that enable subject matter experts and business owners to communicate clearly and consistently according to the communication type and customer need. The role also owns customer education and engagement programs intended to inform, educate, and build customer confidence, such as technology transformation webinars, customer updates, and executive- or subject matter expert-led educational programs. The manager will also help shape the customer portal as a more integrated destination for customer communications, information, and engagement. The role defines and monitors performance indicators such as engagement, attendance, customer feedback, and channel effectiveness, using performance data and Customer Success insights to improve communications and the customer experience.

Requirements

Typically requires a bachelor’s degree in marketing, business, or a related field and a minimum of 8+ years of related experience.
Requires 2+ years of experience in channel marketing, partner marketing, or related roles within a B2B or technology environment.
Strong understanding of partner ecosystems, including resellers, VARs, OEMs, and distributors.
Proven ability to design, execute, and optimize multi-channel marketing programs.
Excellent communication, project management, and stakeholder management skills.
Ability to work cross-functionally in a fast-paced, collaborative environment.
Fluent written and oral communication in English.
Applicants must be authorized to work for any employer in the U.S.; Q2 is unable to sponsor or take over sponsorship of an employment visa at this time.

Nice To Haves

Experience with marketing automation, CRM systems, and analytics tools.

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.
Coordinate with teams across Q2 on communication priorities, audiences, channels, and timing; use a centralized calendar to reduce overlap, address gaps, and support a consistent customer experience.
Establish playbooks, workflows, and review processes for service alerts, planned maintenance, product updates, regulatory notices, customer education, and executive updates.
Develop templates, guidelines, and training that enable subject matter experts and business teams to create clear, consistent communications with less reliance on Marketing for day-to-day execution.
Collaborate with Brand, Communications, and Product Marketing to align customer communications 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 use AI and automation to increase efficiency and scalability.
Support governance of the Q2 customer portal by establishing content ownership, publishing standards, organization, and maintenance processes, and contribute to its long-term roadmap.
Plan and execute customer education programs, including the technology transformation webinar series; oversee content, speakers, promotion, production, follow-up, and performance measurement, and develop 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 KPIs, including engagement, attendance, customer feedback, and channel effectiveness, and use performance data and Customer Success insights to improve communications and the customer experience.