Customer Success Operations Lead

About PDQ

PDQ is a Salt Lake City, Utah-based company that simplifies device management, helping IT teams work faster, stay secure, and maintain better control in varied environments. The business is supported by TA Associates and Berkshire Partners, two leading global private equity investors.

Core Values

• Honesty: Speak openly and build trust through dependable actions.
• Ownership: Take responsibility for results and see commitments through.
• Collaboration: Respect different viewpoints and partner well across functions.
• Improvement: Look for ways to learn, develop, and create better outcomes.

Location

This is a remote role, available only to candidates living in PDQ’s approved states: AR, AZ, CO, CT, FL, GA, ID, IL, IN, KY, MD, MI, MN, MO, NC, NH, OK, OR, TN, TX, UT, VA, WA, and WI.

Role Overview

The Customer Success Operations Lead will be the main operational partner and strategic advisor for PDQ’s Customer Success and Solutions organization. The role owns important initiatives from early analysis and planning through delivery, optimization, tracking, and ongoing refinement, making sure the CS function has strong operations that support an outstanding customer experience.

This position combines data analysis, program leadership, and systems knowledge. It requires someone who can think strategically about customer success operations, represent CS requirements to Business Systems and Revenue Operations, and do more than simply execute tasks. The person in this role will analyze current motions, recommend improvements, and help shape how PDQ delivers value to customers.

Why This Role Matters

This position has a direct impact on the systems, workflows, and insights that support retention and expansion across PDQ’s customer base.

Key Work Areas

• Work with CS leaders and frontline managers to strengthen operational practices, make tools and processes fit the way the team actually works, reduce silos with related teams, simplify workflows, and create clear documentation and enablement plans.
• Create reporting and dashboards for core CS metrics such as customer health, churn, and expansion, then translate the data into risks, opportunities, trends, and practical recommendations.
• Lead CS operational projects from start to finish by defining scope, building business cases, coordinating implementation, encouraging adoption, iterating after launch, and measuring results.
• Act as the main connection between CS and Business Systems by turning technical needs into workable solutions, while partnering with Data and GTM Architecture to review and improve the technology stack.
• Help evaluate, recommend, and roll out new tools for the Customer Success organization.
• Support leadership planning by making sure CS operations align with broader company goals.
• Continue improving processes, systems, and outcomes by using feedback and iterative adjustments.

Must-Have Experience

• A proven background in Customer Success Operations, Sales Operations, Revenue Operations, or a closely related operations role.
• Strong analytical ability with the skill to turn data into recommendations and business cases.
• Solid project management experience, including the ability to propose, manage, and complete several cross-functional projects at the same time.
• Comfort working with CRMs, with Salesforce preferred, and customer success tools such as Zendesk.
• Excellent communication skills and the ability to translate between technical teams and business leadership.

Preferred Experience

• Exposure to a SaaS or subscription-based business model.
• Familiarity with BI or data visualization tools such as Looker or Tableau.
• Experience designing customer journey maps or lifecycle programs.

Who You Are

• You pay close attention to detail and consistently produce accurate, high-quality work.
• You naturally look for insights and recommendations when you spot broader business challenges.
• You can identify risks and opportunities early and bring others along with your proposed approach.
• You are organized, proactive, and comfortable balancing multiple cross-functional projects.
• You value continuous improvement and use feedback to refine how work gets done.

Perks and Benefits

• 4-day work week
• Equity participation
• Managers who support professional development
• 100% premium coverage for medical, dental, and vision insurance for employees and dependents
• 100% premium coverage for short-term disability, long-term disability, life insurance, and AD&D insurance
• Company match on the first 6% of employee retirement contributions
• Flexible paid time off policy
• Health Savings Account (HSA) and wellness incentives
• Quarterly company values award selected by team nominations

Equal Opportunity

PDQ is an equal opportunity employer and does not discriminate based on 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, or any other protected characteristic under applicable law. Reasonable accommodation requests related to a medical condition or disability can be directed to hr@pdq.com.

Work Authorization

Most full-time roles at PDQ are not eligible for employment visa sponsorship, including H-1B. This applies even in cases where a candidate may currently have temporary work authorization through school or a post-graduation program such as CPT or OPT, but would need sponsorship within a few years to remain employed.

Additional Information

This role is available only in PDQ’s approved U.S. states for remote work.