Senior Customer Success Manager
About The Position
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. The role manages assigned enterprise accounts as a trusted strategic advisor and primary relationship owner, developing account strategies and roadmaps aligned with clients’ business priorities and long-term objectives. It owns account growth and expansion strategies, leads expansion opportunities and contract renewals, and coordinates with internal teams and partners to support client needs and a consistent customer experience. The position requires 40% travel and fluent written and oral communication in English. Applicants must be authorized to work for any U.S. employer; Q2 is unable to sponsor or assume sponsorship of an employment visa at this time.
Requirements
- At least 12 years of business-to-business or business-to-consumer relationship management experience with a bachelor’s degree.
- Banking or banking software experience.
- Proven executive relationship-building skills and experience navigating the C-level structure of a large account.
- Articulate, thorough, and process-minded approach.
- Fluent written and oral communication in English.
- Must be authorized to work for any employer in the United States; visa sponsorship is not available.
- Willingness to travel; travel expectations are 40%.
Nice To Haves
- At least 6 years of direct experience managing strategic accounts (preferred).
Responsibilities
- Build and maintain strong, collaborative relationships with assigned enterprise clients as a trusted strategic advisor and primary relationship owner.
- Develop an understanding of each client’s business, financial performance, strategic priorities, goals, and challenges to guide account strategy.
- Build and own strategic account plans and client roadmaps aligned with client priorities and long-term objectives.
- Maintain regular strategic engagement through business reviews, executive conversations, and other appropriate client interactions.
- Own account growth and expansion strategy by identifying opportunities and connecting client needs with Q2 solutions and capabilities.
- Lead expansion opportunities and contract renewals in partnership with Sales, Product, Solutions Consulting, and other teams.
- Monitor relationship health, identify risks and opportunities, and coordinate actions and resources to strengthen client relationships.
- Advocate for clients within Q2 and ensure their priorities, issues, and requests are communicated and addressed, escalating to leadership when needed.
- Partner with Customer Experience Managers to align account priorities with adoption, value realization, service, and client experience.
- Engage during new client implementations and major initiatives to establish relationships, understand objectives, and support transition to ongoing Customer Success.
- Coordinate with Q2 teams, vendor partners, and other stakeholders to address client needs and deliver a coordinated experience.
- Represent Q2 at client meetings, executive engagements, industry events, user groups, and other customer-facing activities.
- Maintain accurate and timely account, opportunity, relationship, and activity information in Q2’s designated systems and processes.
- Adhere to Q2 security, availability, confidentiality, privacy, and compliance policies and controls.
Benefits
- Health and wellness benefits, including competitive health insurance offerings.
- Generous paid parental leave for eligible new parents.
- Flexible time off.
- Career development and mentoring programs.
- Hybrid work opportunities.
- Community volunteering and company philanthropy programs.
- Employee peer recognition programs.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
