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About the Role

Q2 is seeking an experienced and relationship-driven Customer Success Manager to steward the success of a portfolio of financial institutions across their Q2 journey. You will maintain a deep understanding of customers’ business goals and align Q2 innovations accordingly. 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.

Responsibilities

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
Lead strategic calls with executives to ensure they stay well-informed about Q2, our solutions, services, and innovation
Engage with a cross-function of internal teams to proactively ensure the Q2 solutions delivered are understood and optimized
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
Promote Q2 innovations with customers and across industry networks
Work alongside a dynamic and committed team

Requirements

Typically requires a bachelor’s degree and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience
3+ years of Business to Business or Business to Consumer relationship management experience strongly preferred
Minimum 4 years’ direct experience managing strategic accounts
Proven track record of closing renewals, and driving customer expansion
Banking or Banking software experience required with a strong understanding of banking operations compliance and technology trends
Proven results in cross-sales quota and metrics-driven customer advocacy and satisfaction environment
Proven executive relationship building skills and experience maneuvering within C-level structure of a large account
Articulate, thorough, and process-minded individual
Ability and willingness to travel up to 50% to customer sites
Fluent written and oral communication in English
Applicants must be authorized to work for any employer in the U.S.
Unable to sponsor or take over sponsorship of an employment Visa at this time

Skills

Relationship management
Cross-sales
Customer advocacy
Customer satisfaction
Executive relationship building
Communication skills
Sales methodologies

Location

Austin

Work Type

Hybrid
Travel up to 50%

Experience Level

5 years of related experience
3+ years of experience
3+ years of Business to Business or Business to Consumer relationship management experience
Minimum 4 years’ direct experience managing strategic accounts

Education Level

Bachelor’s degree
Advanced degree

Benefits

Health & Wellness
Hybrid Work Opportunities
Flexible Time Off
Career Development & Mentoring Programs
Competitive health insurance offerings
Generous paid parental leave for eligible new parents
Community Volunteering & Company Philanthropy Programs
Employee Peer Recognition Programs – “You Earned it”
Resources for physical, mental, and professional well-being
Volunteer work and nonprofit support through our Spark Program

About the Company

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 technology—and we do that by empowering our people to help create success for our customers.
We celebrate our employees in many ways, including our “Circle of Awesomeness” award ceremony and day of employee celebration among others!
We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships.
We also know that nothing builds trust and collaboration like having fun.
We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.
In 2004, Q2 founder Hank Seale set out to build a different kind of company.
Our mission, to build strong and diverse communities by strengthening their financial institutions, is at the heart of everything we do.
Our vision is to create meaningful financial experiences throughout the financial journey so our customers can focus on building lasting relationships with their account holders.
To get there, we combine the must-haves of digital banking – feature functionality, operational excellence and integrations – with the next-generation of technology principles: data-driven insights, open technology and design thinking.
We call this philosophy FinX, and it spans everything we do, from product development and platform architecture to how we hire.
Providing superior software and service starts with our purpose-built culture, defined by our Ten Guiding Principles.
These principles were established by Hank Seale, our founder, and have served as a constant reminder of how Q2 employees should conduct themselves with peers, customers, and partners for 15 years.
Building something different and special takes the right kind of people, and we hope you’ll join our team.

Equal Opportunity

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.
Applicants in California or Washington State may not be exempt from federal and state overtime requirements