Senior Customer Communications & Programs Manager

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 Change. Makers 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 The Senior Customer Communications & Programs Manager is responsible for helping Q2 deliver a coordinated, consistent and customer-centric communications experience across the customer lifecycle.

Sitting within the Customer Marketing Programs team, this role serves as a cross-functional connector across Marketing, Customer Success, Product, Support, Operations and other teams that communicate with customers. The Customer Communications & Programs Manager will help teams navigate Q2’s customer communication channels, tools and processes; establish scalable communication frameworks and best practices; and coordinate customer-facing communications to improve consistency, relevance and overall customer experience.

This role is less focused on being the primary writer of customer communications and more focused on enabling the organization to communicate effectively at scale . The manager will create the frameworks, templates, processes and programs that allow subject matter experts and business owners to communicate clearly and consistently based on the type of communication and customer need.

The role will also own the execution of customer education and engagement programs designed primarily to inform, educate and build confidence with customers rather than directly drive cross-sell. Examples include technology transformation webinars, customer updates, executive or SME-led educational programs and other scalable customer information programs.

Over time, this role will also help shape how Q2 uses its customer portal as a more integrated destination for customer communications, information and engagement.

RESPONSIBILITIES

Build and manage a scalable, coordinated approach to customer communications across email, the customer portal, webinars, in-product messaging, and other customer-facing channels Partner with teams across Q2 to align communication priorities, audiences, channels, and timing, using a centralized calendar to reduce overlap, address gaps, and deliver a consistent customer experience Establish playbooks, workflows, and review processes for key communications, including service alerts, planned maintenance, product updates, regulatory notices, customer education, and executive updates Develop templates, guidelines, and training that empower subject matter experts and business teams to create clear, consistent communications while reducing reliance on Marketing for day-to-day execution Collaborate with Brand, Communications, and Product Marketing to ensure customer communications align with Q2's brand voice, messaging standards, and customer experience expectations Partner with platform and technology teams to streamline processes, improve channel integrations, address communication gaps, and leverage AI and automation to increase efficiency and scalability Support governance of the Q2 customer portal by establishing clear content ownership, publishing standards, organization, and maintenance processes while contributing to its long-term roadmap Lead the planning and execution of customer education programs, including the technology transformation webinar series, overseeing content, speakers, promotion, production, follow-up, and performance measurement while developing repeatable approaches that scale Collaborate with Customer Communities, Customer Growth, Adoption Programs, and Executive Briefings to connect customer communications and education with broader customer marketing initiatives Define and monitor key performance indicators (KPIs), including engagement, attendance, customer feedback, and channel effectiveness, using performance data and Customer Success insights to continually improve communications and the customer experience EXPERIENCE AND KNOWLEDGE Typically requires a bachelor’s degree in Marketing, Communications, Business, or a related field and a minimum of 8+ years in customer marketing, customer communications, lifecycle marketing, customer experience, program management or a related discipline, preferably within B2B technology, SaaS, fintech or another complex customer environment.

Demonstrated experience managing cross-functional programs involving multiple stakeholders, systems, and communication channels. Strong program and project management skills, with the ability to move work from idea through execution. Excellent written and verbal communication skills, with the ability to recognize strong customer communications and coach others toward clear, customer-friendly messaging.

Ability to translate complex or technical information into communication approaches that resonate with different customer audiences. Experience with marketing automation, CRM, customer portals or content management systems, webinar platforms, and other customer communication technologies. Strong organizational skills and attention to detail, particularly when coordinating multiple customer-facing communications at once.

Ability to influence without direct authority and create alignment across teams with different priorities and responsibilities. Comfortable working with executives, subject matter experts, technical teams, and customer-facing organizations. A systems-oriented mindset, with an interest in improving processes, building scalable frameworks, and using technology and AI to improve efficiency.

Curiosity about the customer experience and a willingness to continually find ways to make it easier for customers to stay informed and engaged with Q2. 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