Senior Customer Success Manager

Senior Customer Success Manager

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 technologyand we do that by empowering our people to help create success for our customers.

Q2 is seeking an experienced and relationship driven Senior Customer Success Manager to steward the success of a portfolio of financial institutions across their Q2 journey. Through strong, multi-level relationships with customers and internal partners alike, you will maintain a deep understanding of customers business goals and align Q2 innovations accordingly to help achieve those objectives. Supported by a team of technical and business SMEs, you will be a trusted source of information and guidance, ensuring that valuable outcomes are consistently delivered to our customers. As a trusted advisor, your charge is to build a portfolio of lifelong customers that advocate for deep and expanded usage of Q2 solutions. This is a high visibility customer facing role that requires excellent communication skills, the ability to close renewals / cross sale, and the flexibility to travel to client sites for executive meetings, business reviews, and strategic planning sessions.

A typical day includes :

• Identify and / or develop key relationships across our organization and our customers
• Lead client discovery calls to understand customer needs and potential solutions
• Plan and lead business reviews, including strategies, Q2 roadmaps, and relevant industry best practices to help meet customer growth objectives
• Lead strategic calls with executives to ensure they stay well-informed about Q2, our solutions, services, and innovation, and that Q2 is meeting their expectations as a trusted partner vs a vendor
• Engage with a cross-function of internal teams to proactively ensure the Q2 solutions delivered are understood and optimize and aligned to stated business objectives, celebrating successes and adapting to changes along the way
• Analyze customer problems, needs and requirements, and then position Q2 products and services to resolve / meet them
• Work in partnership with Customer Experience Managers to conduct regular business reviews with C-level and operations stakeholders
• Monitor customer health, usage, and satisfaction addressing risks before they escalate
• Build Success Plans that drive usage, adoption, and optimization
• Collaborate with Implementation / Delivery / Professional Services teams to help understand custom requirements, promote solutions, align executive leadership, and facilitate decisions
• Draft and deliver proposals that clearly articulate solutions and impact for customers
• Leverage effective sales methodologies to forecast and build a strong lead pipeline
• Lead negotiations of contract renewals and incremental services and / or solutions
• Represent Q2 at customer events, industry trade shows, and user group sessions, as needed or assigned
• Promote Q2 innovations with customers and across industry networks
• Work alongside a dynamic and committed team
• 50% travel required

Here's what we're looking for :

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.

Q2's compensation reflects the cost of labor across a variety of U.S. geographic markets, and we pay based upon the applicant's geographic location as well as job-related knowledge, skills, and experience. This position is an exempt position and the range for this position for New York City, Seattle and the San Francisco Bay Area-based roles is $107,000.00-$139,000.00. For New York state (outside New York City), Washington state (outside Seattle), California (outside the San Francisco Bay Area), and Colorado-based roles, the anticipated base salary range for this position is $92,000.00-$128,000.00. Your recruiter can share more about the specific salary range for the applicant's actual geographic location during the hiring process. Salary ranges for Sales positions are expressed as total target compensation (TTC = base + commission). A variable bonus and / or restricted stock unit grant may be provided as part of the compensation package in addition to a range of medical, financial, and / or other benefits, dependent on the position offered.

Health & Wellness

We're proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcareoffering 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.

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.