Senior Customer Success Manager at Q2

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Digital Banking, Financial ServicesIndustries

Requirements

Experience in customer success, account management, or similar role, particularly with financial institutions or SaaS platforms like PrecisionLender
Ability to build and maintain strong, multi-level relationships with clients and internal partners
Deep understanding of customer business goals and aligning solutions to them
Proficiency in Salesforce for maintaining client details (e.g., visit logs, call logs, profile updates)
Skills in developing and negotiating proposals, contractual amendments, and new contracts
Familiarity with pricing recommendations, adjustments, credits, and Delegation of Authority (DOA) processes
Capability to serve as a trusted advisor, driving measurable business outcomes and client retention/expansion

Responsibilities

Build and maintain respectful and collaborative relationships with new and existing clients to ensure retention and expansion
Participate in final stages of new client sales processes and during implementation to build rapport and understand client needs
Meet regularly with assigned clients to review usage statistics, bank performance, identify needs, and position PrecisionLender/Q2 products/services
Partner with PrecisionLender Client Experience Managers to maintain clear communication and shared client service plans
Manage client renewals, assess current state, and identify additional needs addressable by PrecisionLender/Q2
Prepare and escalate pricing recommendations, adjustments, and credits through the DOA process
Develop and negotiate proposals with clients; collaborate with internal counsel on contractual amendments and new contracts
Generate client interest in PrecisionLender/Q2 events (e.g., client conferences, user groups, advisory boards)
Secure client references and approve/decline reference requests from account executives and relationship managers
Maintain client detail information in Salesforce (e.g., visit logs, call logs, profile updates, retention risk ratings, holiday cards/gifts)
Coordinate and deliver product demos and product-specific discussions for existing clients
Provide input to Product Team on system enhancements and new releases based on client feedback, including project support
Assist clients with documentation for audit requests (e.g., financials, Q2 data)

Skills

Customer Success

Account Management

Relationship Management

Pricing Solutions

Profitability Analysis

Financial Technology

Client Advisory

SaaS

Q2

Digital banking solutions for financial institutions

About Q2

Q2 provides digital banking solutions tailored for regional and community financial institutions, alternative finance and leasing companies, and other financial technology firms. Their products include a range of digital banking services, banking as a service, and lending and leasing options that allow users to conduct transactions and interact with their financial institutions from any device, at any time. What sets Q2 apart from its competitors is its focus on empowering community banks and credit unions, helping them enhance their digital presence and improve user engagement. The company's goal is to strengthen diverse communities by supporting the financial institutions that serve them, enabling these institutions to grow and adapt beyond traditional limits.

Austin, TexasHeadquarters

2004Year Founded

$40.1MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Professional Development Budget

Risks

Increased competition from fintechs could erode Q2's market share.

Rapid technological changes may outpace Q2's innovation capabilities.

Economic downturns could reduce financial institutions' spending on digital transformation.

Differentiation

Q2 offers a comprehensive suite of digital banking solutions for financial institutions.

Q2's Partner Accelerator Program enables rapid deployment of fintech integrations.

Q2 Engage focuses on personalized consumer banking experiences to enhance user engagement.

Upsides

Q2 powers 60% of Forbes' America's Best Banks, showcasing its solution effectiveness.

Integration with AI platforms like Personetics enhances personalized customer engagement.

Q2's platform helps financial institutions grow deposits without relying on interest rates.

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