Strategic Customer Success Manager

• Honesty: You communicate transparently and build trust through your actions.
• Ownership: You take responsibility for outcomes and follow through on commitments.
• Collaboration: You value diverse perspectives and work effectively across teams.
• Improvement: You actively seek opportunities to learn, grow, and innovate.

• On-Site: This position is based in our South Salt Lake City, Utah office and requires regular on-site attendance

PDQ is looking for a Strategic Customer Success Manager to own our most complex, highest-value customer relationships. Sitting within the Customer Success org and reporting to the Vice President of Customer Success, you'll serve as the trusted advisor and primary point of contact for a curated portfolio of enterprise and high-ARR accounts. You'll drive deep product adoption, uncover and close expansion opportunities, and ensure customers renew and grow year over year. This is a senior individual contributor role where your work directly shapes PDQ's revenue retention and long-term customer loyalty.

In this role, you'll own the success of PDQ's largest and most strategic accounts: the customers whose health, retention, and expansion have an outsized impact on company revenue and reputation.

• Manage a focused portfolio of enterprise and high-ARR accounts across their full customer journey, from onboarding through renewal and expansion

• Build and maintain executive-level relationships, acting as a trusted advisor who understands each customer's business goals and aligns PDQ products to deliver measurable value

• Develop and execute tailored success plans that drive product adoption, platform depth, and long-term retention across your book of business

• Identify and close upsell and cross-sell opportunities across the PDQ product suite, partnering with Sales to expand revenue within your accounts

• Onboard high-ARR accounts, helping our most strategic new customers navigate their adoption of PDQ products and realize the full value of their purchase

• Serve as the voice of the customer internally, delivering consolidated product feedback to PDQ Product Managers and advocating for strategic account needs

• Mentor junior Customer Success Managers, sharing best practices and helping elevate the broader CS team 

• 7+ years of SaaS/B2B customer success, account management, or sales experience with a focus on managing complex or high-value accounts

• Demonstrated ability to manage enterprise-level relationships and navigate multi-stakeholder organizations at the executive level

• Proven track record of driving retention, expansion, and upsell within a book of business with measurable outcomes

• Strong grasp of CRM software (Salesforce or HubSpot preferred) and Microsoft Office suite (Outlook, Excel, Word, PowerPoint)

• Ability to quickly learn and confidently demo technical SaaS products, and bring in additional technical resources for deeper requirements

• Experience in IT management, endpoint management, or device management software (MDM, deployment tools, etc.)

• Familiarity with PDQ products (Deploy, Inventory, Connect, SimpleMDM, or SmartDeploy) or similar IT ops tooling

• Experience working within a PE-backed or high-growth SaaS environment

• Bachelor's degree in Business or a related field

• Ownership: You take full accountability for your portfolio, drive outcomes proactively, and never let a customer fall through the cracks.

• Honesty: You communicate transparently with customers and internal teams alike, even when the message is difficult.

• Collaboration: You work fluidly across Sales, Product, and Support to deliver a seamless customer experience and champion your accounts internally.

• Improvement: You continuously refine your approach, stay curious about new product capabilities, and raise the bar for yourself and your teammates.

• You're highly organized, goal-oriented, and comfortable managing a complex book of business while balancing competing priorities.

The majority of PDQ's full-time roles do not qualify for sponsorship of employment visas such as the H-1B visa. This applies to scenarios where a candidate might possess temporary work authorization during their schooling or after graduation (e.g., CPT, OPT), but would require H-1B visa sponsorship within a few years of employment to retain eligibility for employment.