Named one of Austin’s fastest-growing companies and one of the best places to work for ten consecutive years, Q2 offers our employees a culture fueled by engaged, motivated, and dedicated team members. We’re dedicated to our mission: to build strong and diverse communities by strengthening their financial institutions. We do it with our purpose-driven culture, and by helping banks and credit unions stand apart in their communities.

We are seeking a Senior Vice President of Customer Success who has a passion for delivering a superior customer experience that differentiates Q2 from its competitors. This position reports to the Chief Availability Officer and is accountable for the Q2 Customer Success Organization’s responsibilities for achieving and sustaining customer value realization via adoption of Q2 products, identifying and mitigating customer retention risk, and identifying and supporting customer expansion opportunities. This will be achieved through building, optimizing and leading our customer success strategy including a global team of Customer Success Managers

If you were working for us today you would have already:

• Delivered a superior customer support experience to Q2 customers
• Driven the team towards the vision, direction, and culture of Q2 and the Support organization
• Achieved team goals by maximizing the success of the team members through motivating, rewarding, and coaching. Coached leaders through regular scheduled 1 on 1’s, maintaining employee development and satisfaction. Managed individual and team performance expectations and goals
• Engaged in continuous improvement (including but not limited to processes, technology, team, customer service, methodologies, and capabilities)
• Developed and maintained effective relationships with executive customer contacts, managing and addressed client escalations with a “call first” mentality, someone not afraid to pick up the phone to resolve issues quickly
• Developed and maintained effective relationships with other departments and leaders, working with other Q2 departments on initiatives that will drive down case volume or overall time to resolution.
• Identified and removed roadblocks, defined and developed process and procedures that drive efficiency and consistency in support
• Effectively manage projects to meet deadlines and achieve results
• Analyzed results via regular reporting metrics and use these metrics to drive support members and process improvements. Identified, meet and exceed team and individual metrics that contribute to Q2 and executive management objectives
• Exemplified the Q2 Corporate Culture and Core Values
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to

You may be a fit for our team if you have:

• Extensive experience (10+ years) in both on-prem and cloud technology companies building and leading customer success organizations with demonstrated results in driving customer outcomes and revenue retention + expansion.
• Strong empathy for customers and understanding of value drivers in recurring revenue business models.
• Lead similar team at a much larger scale than Q2 is currently
• High impact leadership skills, including setting a clear vision and strategy, motivating and coaching others, driving urgency and results, carry a high-level of Executive Presence
• Experience leading success of a highly technical product that necessitates collaboration with Development, Operations, Hosting and Security
• Deep go-to-market knowledge and experience implementing and measuring operational metrics, leveraging data to identify customer value realization, retention risk and expansion potential.
• Proven ability to lead and grow a diverse CS professionals and teams, build successors and improve capabilities.
• Experience working for a high growth, rapidly changing company with a healthy amount of ambiguity.

At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.