Senior Customer Success Manager at Q2 in Austin, TX

Job description

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 through our year-round Q2 ChangeMakers awards program and global moments of recognition and connection. We invest in the growth and development of our team members through ongoing learning opportunities, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun and giving back together. From company-wide volunteer days to events like our Q2 Homecoming Week—featuring learning, community service, and culture-building experiences—we create opportunities to connect, grow, and make an impact. 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. financ