Senior Customer Communications & Programs Manager

Q2•Lincoln, NE

5d•Hybrid

About The Position

The Senior Customer Communications & Programs Manager helps Q2 deliver a coordinated, consistent, customer-centric communications experience across the customer lifecycle. Within the Customer Marketing Programs team, the role connects Marketing, Customer Success, Product, Support, Operations, and other teams that communicate with customers. It helps teams navigate customer communication channels, tools, and processes; establishes scalable frameworks and best practices; and coordinates customer-facing communications to improve consistency, relevance, and the overall customer experience. The position focuses on enabling the organization to communicate effectively at scale rather than serving as the primary writer. It develops frameworks, templates, processes, and programs that help subject matter experts and business owners communicate clearly and consistently according to communication type and customer need. The role also owns customer education and engagement programs intended primarily to inform, educate, and build customer confidence, including technology transformation webinars, customer updates, and executive- or SME-led educational programs. Over time, it will help shape the customer portal as an integrated destination for customer communications, information, and engagement.

Requirements

Typically requires a bachelor's degree in marketing, business, or a related field.
Typically requires a minimum of 8+ years of related experience.
At least 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.
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.

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.
Partner with Q2 teams to align communication priorities, audiences, channels, and timing, using a centralized calendar to reduce overlap, address gaps, and provide 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 while reducing 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.
Lead planning and execution of 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 such as engagement, attendance, customer feedback, and channel effectiveness; use performance data and Customer Success insights to improve communications and the customer experience.