Customer Success Manager

Benefits

Additional Information

As passionate about our people as we are about our mission. Why Join Q2? 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. What Makes Q2 Special? Being as passionate about our people as we are about our mission. 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. The Job At-A-Glance: 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. 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: 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 optimized 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 Travel up to 50% Bring Your Passion, Do What You Love. Here's What We're Looking For: 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 This position requires fluent written and oral communication in English. Applicants must be authorized to work for any employer in