Senior Director Customer Success

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?

The Job At-A-Glance:

Q2 Software is seeking a Senior Director of Customer Experience to lead a strategic, customer‑centric organization focused on enabling clients to fully realize the value of Q2’s solutions. This leader will ensure customers have proactive guidance, resources, and engagement models that support their innovation priorities and long-term growth. Reporting to the Senior Vice President of Customer Success, this role requires a collaborative executive skilled in building high-performing teams, strengthening customer relationships, and using insights to improve the end-to-end customer journey.

The ideal candidate will drive measurable improvements in customer outcomes, revenue retention, and expansion by empowering customers, partnering closely with cross-functional teams across Q2, and helping clients optimize their digital transformation and innovation portfolios.

RESPONSIBILITIES• Provide leadership and guidance to ensure the team meets and exceeds customer satisfaction, cross-sale, and renewal goals. • Develop and implement strategies to drive customer engagement, adoption, and retention. • Coach Customer Success managers on contract renewal strategies and management, with a focus on both revenue retention and revenue growth. • Collaborate with cross-functional teams to address customer needs and challenges effectively. • Cultivate strong relationships with key stakeholders within client organizations, and serve in an executive capacity during meetings with customers. • Act as a customer advocate within the company, ensuring customer feedback is considered in product development and improvement processes. • Partner with implementation teams to ensure new customers receive a smooth and positive experience as they go live on Q2 solutions.. • Execute current systems and metrics to monitor the health of customer accounts, and develop additional methods to monitor customer health. • Proactively identify and address issues, ensuring customer satisfaction and loyalty. • Collaborate with the Sales team to manage customer renewals and identify upselling opportunities. • Work towards achieving revenue growth through existing customer relationships. • Utilize data and analytics to measure and report on customer success metrics. • Provide insights and recommendations based on data analysis to drive continuous improvement. • Represent Q2 at customer events and user group sessions, as needed or assigned EXPERIENCE AND KNOWLEDGE• Typically requires a Bachelor’s degree and a minimum of 15 years of related experience; or an advanced degree with 12+ years of experience; or equivalent relevant work experience. • Typically requires 7+ years managing and developing employees. • Proven experience in a leadership role within Customer Success, preferably in the banking or financial technology sector. • Proven results in direct or support of cross-sales quota and metrics-driven client advocacy and satisfaction environment. • Strong understanding of banking operations and software solutions. • Excellent communication, presentation, and interpersonal skills. • Demonstrated ability to build and maintain relationships with clients and internal teams. • Demonstrated excellence in working collaboratively and on a cross-functional basis with other internal teams. • Results-oriented with a focus on customer satisfaction and business growth. • Proven ability to work effectively remotely and ability to travel up to 50%.

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