SUMMARYThe 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, Business, or a related degree and a minimum of 8+ years of related experience
2+ years of experience in channel marketing, partner marketing, or related roles within a B2B or tech environment. - Strong understanding of partner ecosystems including resellers, VARs, OEMs, and distributors.
- Proven ability to design, execute, and optimize multi-channel marketing programs.
- Excellent communication, project management, and stakeholder management skills.
- Ability to work cross-functionally in a fast-paced, collaborative environment.
- Experience with marketing automation, CRM systems, and analytics tools is a plus.
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 64You Earned it
Click to find out more about the benefits we offer.
Our Culture & Commitment:
We97re proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcare 64offering 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 (). We believe in making an impact 64in the industry and in the community.
