Strategic Customer Success Manager

About the role

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.

About PDQ

The Strategic Customer Success Manager will own the success of PDQ's largest and most strategic accounts, focusing on enterprise and high-ARR accounts. Reporting to the Director of Customer Success, this role involves managing the full customer journey, building executive-level relationships, developing tailored success plans, identifying upsell/cross-sell opportunities, and serving as the voice of the customer internally.

Responsibilities

• 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

Requirements

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

Qualifications

• Ownership: Take full accountability for your portfolio, drive outcomes proactively, and never let a customer fall through the cracks.
• Honesty: Communicate transparently with customers and internal teams alike, even when the message is difficult.
• Collaboration: Work fluidly across Sales, Product, and Support to deliver a seamless customer experience and champion your accounts internally.
• Improvement: Continuously refine your approach, stay curious about new product capabilities, and raise the bar for yourself and your teammates.
• Highly organized, goal-oriented, and comfortable managing a complex book of business while balancing competing priorities.

Skills

• 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

Benefits

• 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)

Pay

Competitive salary and bonus structure based on experience and performance.

Schedule

Full-time, regular on-site attendance required.