Vice President, Customer Success

• 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 hiring a Vice President of Customer Success to lead the entire post-sale organization: onboarding, customer success, renewals, and technical support. You will lead a team of 30 to 50 people serving more than 25,000 customers, and you will own PDQ's gross and net revenue retention. The role reports to the President and COO and sits on PDQ's executive leadership team. Most PDQ customers evaluate, buy, and expand with little help from a salesperson, which makes the post-sale experience one of the largest drivers of company revenue. PDQ is also moving upmarket. Mid-market buyers expect faster support, guided onboarding, and a named relationship, and building that motion across support, onboarding, and customer success without breaking the self-serve experience the rest of the base depends on is a central part of this job.

PDQ sells to IT admins who judge software by whether it works, not by how it is pitched. Retention is the honest scorecard for that. In this role you decide how 25,000 customers experience PDQ after they buy, and you carry the GRR and NRR results that follow.

• Own gross and net revenue retention, including the renewal motion, the forecast, and the customer health model behind both. 
• Lead a post-sale organization of 30 to 50 people across customer success, onboarding, and technical support, including the managers who run those teams. 
• Run technical support for more than 25,000 customers and hold response and resolution standards as volume grows. 
• Rebuild onboarding so new customers reach real product value in days instead of weeks, with adoption measured rather than assumed. 
• Find expansion inside the installed base and work with Sales on how cross-sell is sourced, qualified, and handed off. 
• Set the post-sale metrics the executive team and board review, and bring customer evidence into product and engineering prioritization. 
• Build the mid-market motion across all three functions: support coverage and escalation paths, guided onboarding, and named coverage for larger accounts, without degrading the self-serve experience the rest of the base depends on. 

• 7+ years in customer success, including at least 2 years leading at the Director or VP level. 
• Direct ownership of a retention number (GRR, NRR, or renewal ARR) with results you can walk through. 
• Experience leading technical support alongside customer success in a high-volume, high-account-count environment. 
• A record of building post-sale programs that scale without adding headcount one-for-one with customers. 
• Comfort working in the data yourself. You can build the health model and defend the metrics, not only read the dashboard. 
• Experience taking a post-sale organization upmarket into mid-market or enterprise accounts while continuing to serve a large self-serve base

• Experience in a product-led business where customers buy and expand with little human touch. 
• Background in IT operations, endpoint management, or another technical product sold to IT practitioners. 
• Experience operating under private equity ownership. 
• Experience folding a new product line or acquired team into an existing post-sale organization. 

• Strong problem-solving and critical-thinking skills. 
• Adaptability and comfort working in evolving environments. 
• Attention to detail and a commitment to delivering quality work. 
• Curiosity, initiative, and a continuous learning mindset. 
• Excellent communication and relationship-building skills. 
• Direct with customers and internally, including when the news is bad. 
• Willing to sit in the support queue and on customer calls so you know firsthand what the experience is. 
• Able to hold a retention forecast you believe in, when it is not the number people want to hear. 

Applicants must be legally authorized to work in the country of employment at the time of application. This position is not eligible for employer-sponsored work authorization, such as the H-1B visa, now or in the future. 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.