Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Manager guiding non-bank lender clients in their journey with Q2's SaaS financial platform. Engaging in implementations, renewals, and client support for a strong relationship.
Responsibilities
- Participate in the implementations process for new clients as assigned, not as the primary liaison, but to begin building rapport with the client and learn their specific needs.
- Meet with assigned clients monthly or quarterly as needed by phone and in person as needed to review their online banking statistics, goals and future plans along with any specific issues they are having.
- Analyze customer problems, needs and requirements, and then position Q2 products and services to resolve/meet them.
- Ensure that customer’s issues are dealt with efficiently by the other areas of Q2, as needed and inform Management of significant issues.
- Provide contract renewal management for assigned accounts.
- Coordinate, as needed, with vendor partners to address client requests.
- Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
- Identify opportunities and cross-sell additional features of Q2 to existing clients.
- Participate in cross-sell campaigns as identified by the Director of Relationship Management.
- Represent Q2 at customer events and Client User group sessions, as needed or assigned.
- Provide input to Product Management on enhancements and new releases, including support of commercialization projects as needed.
- Provide demo and training support and/or scheduling for existing clients as needed.
Requirements
- Typically requires a Bachelor's degree or equivalent experience and may require up to 2 years of related experience; or an advanced degree without experience.
- Banking or Banking software experience preferred but not required.
- Proven results in cross-sales quota and metrics-driven customer advocacy and satisfaction environment.
- General relationship building skills and ability to maneuver within FI management structure to engage at the Executive level.
- Articulate, thorough, and process-minded individual.
- Familiar with Microsoft Office Tools.
- 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.
Benefits
- 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”
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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