Senior Customer Communications & Programs Manager
q2 softwareCharlotte (NC)
Senior Customer Communications & Programs Manager
Posted today
q2 softwareCharlotte (NC)
SENIORITY
Manager
About the role
Overview:
In this role, you will help deliver a coordinated, customer-centric communications experience across the customer lifecycle. You’ll operate as a cross-functional connector among Marketing, Customer Success, Product, and Support to standardize channels, processes, and content at scale. Your focus is enabling teams to communicate clearly and consistently, not just writing messages. You’ll lead scalable education programs and help evolve the customer portal for richer engagement, with a strong impact on customer trust and experience. Compensation / Benefits Hybrid Work Opportunities Flexible Time Off Health Insurance Parental Leave Career Development & Mentoring Volunteer Programs
Responsibilities:
Build and manage a scalable, coordinated approach to customer communications across email, portal, webinars, in-product messaging, and other channels Align communication priorities with cross-functional teams using a centralized calendar to reduce overlap and improve consistency Develop playbooks, workflows, and review processes for key communications (service alerts, maintenance, product updates, regulatory notices, education, executive updates) Create templates, guidelines, and training so SMEs can produce clear, consistent communications with less reliance on Marketing Ensure communications align with brand voice and customer experience standards in collaboration with Brand, Communications, and Product Marketing Streamline processes with platform/tech teams, improve channel integrations, and leverage AI/automation for scale Govern the Q2 customer portal content ownership, publishing standards, and maintenance in line with long-term roadmap Plan and execute customer education programs (technology transformation webinars, education content, speaker coordination, promotion, and measurement) Connect customer communications with broader marketing initiatives through Customer Communities and Adoption Programs Define and monitor KPIs (engagement, attendance, feedback, channel effectiveness) using Customer Success insights to improve the experience
Key requirements:
Bachelor's degree in Marketing, Business, or related field plus 8+ years of related experience 2+ years in channel marketing, partner marketing, or similar roles in B2B/tech environments Strong understanding of partner ecosystems (resellers, VARs, OEMs, 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 Fluent written and spoken English; authorized to work in the U.S. (no visa sponsorship) communication project management stakeholder management marketing automation CRM systems analytics tools
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