Senior Customer Success Manager

SUMMARY

Q2 is seeking a Senior Customer Success Manager dedicated to stewarding the success of a portfolio of leading US banks financial institutions leveraging the PrecisionLender platform. In this role, you will be responsible for driving measurable business outcomes for our clients by helping them unlock the full value of Precision Lender’s relationship profitability and pricing solutions.

You will cultivate strong, multi-level relationships with clients and internal partners, developing a deep understanding of each customer’s business goals. By aligning Q2’s innovations with those objectives, you’ll help drive meaningful results and long-term success. Supported by a team of technical and business experts, you’ll serve as a trusted advisor, ensuring consistent delivery of value and building a portfolio of lifelong advocates who expand their use of Q2 solutions. Travel Expectations 25%

RESPONSIBILITIES

Build and maintain respectful and collaborative relationships with new and existing clients as assigned, resulting in their retention and expansion

Participate at the final stages of a new client sales process and at defined points during implementation, not as their primary delivery liaison, but to begin building rapport with the client and to learn more about their business and needs

Meet with assigned clients regularly to review their usage statistics and bank performance, determine any needs they may have, and position PrecisionLender/Q2 products and services to resolve/meet them

As fellow members of the account team, partner with PrecisionLender Client Experience Managers to maintain clear communication and a shared plan of client service and success

Manage client renewals for assigned accounts, including using the renewal event to assess client’s current state and determine additional needs that could be addressed by PrecisionLender/Q2

Prepare and escalate pricing recommendations, adjustments, and credits through the defined Delegation of Authority (DOA) process

Develop and negotiate proposals with clients; work with internal counsel to develop and deliver contractual amendments and new contracts

Generate client interest and participation in PrecisionLender/Q2 events (client conference, user groups, client advisory boards, etc.)

Secure client references and approve or decline reference requests from account executives and other relationship managers

Maintain Client detail information in Salesforce (e.g., visit logs, call logs profile updates, client reference status, client retention risk ratings, holiday cards and gifts, etc.)

Coordinate and deliver product demos and product-specific discussions for existing clients

Based on feedback from clients, provide input to Product Team on system enhancements and new releases, including support of projects as needed

Assist clients with documentation for audit requests (i.e. financials, or data from Q2 not posted in the Client portal)

Coordinate, as needed, with vendor partners to address client requests

Participate in cross sell campaigns as assigned

Represent PrecisionLender/Q2 at client events, onsite group sessions, as needed or assigned

Responsible for ensuring that all security, availability, confidentiality, and privacy policies and controls are adhered to

EXPERIENCE AND KNOWLEDGE

Minimum of 8 years of Business to Business or Business to Consumer relationship management experiences with a Bachelors degree

Minimum 4 years direct experience managing strategic accounts preferred

Banking or Banking software experience required

Commercial Banking preferred

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

Up to 25% travel will be required

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.

Health & Wellness

Hybrid Work Opportunities

Flexible Time Off

Career Development & Mentoring Programs

Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents

Community Volunteering & Company Philanthropy Programs

Employee Peer Recognition Programs – “You Earned it”

Click here to find out more about the benefits we offer.

Our Culture & Commitment:

We’re proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcare—offering resources for physical, mental, and professional well-being. Click here to find out more about the benefits we offer. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program (see more). We believe in making an impact—in the industry and in the community.

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