Strategic Customer Success Manager

Job description

Location On-Site: This position is based in our South Salt Lake City, Utah office and requires regular on-site attendance About the role: 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. Why this role matters: 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. How you might spend your day: 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 We're looking for people who have: Must Have: 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 Nice to Have: 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 Who you are: 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. Why You'll Love Working at PDQ: PDQ offers all of the great perks and benefits you'd expect from working at a very cool tech company, and even some you might not expect, including: 4-Day Work Week Equity Participation Managers who champion professional development 100% Premium Coverage for medical, dental and vision for you and your dependents 100% Premium Coverage for Short Term Disability, Long Term Disability, Life, and AD&D Insurance Company Match of the first 6% of your employee deferrals Flexible Paid Time Off Policy that treats you like the adult that you are Health Savings Account (HSA) and wellness incentives Quarterly Company Values Award (team member nominated) Equal Opportunity Employer PDQ is proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. If you would like to request reasonable accommodation for a medical condition or disability during any part of the application process, please contact . Work Authorization and Sponsorship 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. About PDQ PDQ, founded in Salt Lake City, UT, USA, makes device management simple, secure, and Pretty Damn Quick. IT teams use our products to reduce complexity, improve efficiency, and enhance control in their unique environments. We are backed by TA Associates and Berkshire Partners, top-tier global private equity firms. Our Core Values: 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.