Customer Success 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 ChangeMakers 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 Symphonix is a business line that is part of Q2 Go-To-Market organization. We provide a Software-as-a-Service lending platform targeted specifically for the needs of global Non-Bank Lenders . Our team of Software professionals work in support of the overall Q2 Mission, to build strong and diverse communities by strengthening their financial institutions. Our division’s specific focus is to provide a reliable and innovative lending platform for our Non-Bank Lender customers so that they can provide Consumers and Small Businesses access to the Credit they need to realize their full potential. We design, build, and implement an end-to-end suite consisting of Loan Origination, Servicing, Collections, and Investor Management applications, all based on the world-class Salesforce platform.

Symphonix is seeking a highly motivated Customer Success Manager to steward the success of relationships with Non-Bank Lenders across their journey.

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 as needed by phone and in person as needed to discuss strategic and operational initiatives, and align on mutual plans to overcome any challenges that may arise.
• Analyze customer problems, needs and requirements, and then position Symphonix products and services to resolve/meet them.
• Ensure that customer’s issues are dealt with efficiently by the other areas of Symphonix, and as needed escalate to Management to raise awareness for significant issues.
• Partner with your assigned accounts to discuss renewal needs, then come up with a renewal strategy with leadership, finance, and accounting teams that balances out the needs of the customer and Symphonix goals, and execute the renewal in a timely manner.
• Coordinate, as needed, with Support, Product, Engineering, Legal, Finance, Accounting, and more internal teams to address client requests.
• Identify and execute on closing expansion and cross-sell opportunities with existing clients.
• Represent Symphonix at Customer Advisory Board, and/or at conferences.
• Quarterback the demo process for expansion opportunities.

EXPERIENCE AND KNOWLEDGE

• 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.
• CSM / Sales experience of 2+ years preferred.
• Lending experience of 2+ years preferred.
• SaaS 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 Salesforce tools like CRM.

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