Strategic Customer Success Manager

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

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.

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.