Customer Success Operations Lead

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. Location Remote: This position is open to candidates residing in any of PDQ’s open states: AR, AZ, CO, CT, FL, GA, ID, IL, IN, KY, MD, MI, MN, MO, NC, NH, OK, OR, TN, TX, UT, VA, WA, WI. About the role: As the Customer Success Operations Lead, you’ll serve as the primary operational partner and strategist for the Customer Success and Solutions (CS) organization. You will take ownership of key initiatives from analysis, scoping, execution, optimization, monitoring, and beyond, ensuring the CS team has best-in-class operations to deliver an exceptional customer experience. This role blends analytical thinking, program management, and systems expertise. You’ll act as the thought partner and strategist for Customer Success operational initiatives, while representing CS needs to Business Systems and the broader Revenue Operations function. This high-ownership role isn’t just execution; you’ll be asked to analyze and recommend paths to improve our customer success motions. Your work will directly influence how PDQ drives an excellent customer experience. Why this role matters: In this role, you’ll directly shape the systems, processes, and insights that determine how effectively PDQ retains and expands its customer base. How you might spend your day: Collaboration & Process Improvement: Partner with CS leadership and frontline managers to build trust in operational processes, ensuring systems and workflows align with how the team works; break down silos between CS and adjacent functions to build transparency and shared accountability; streamline workflows to eliminate friction; and own enablement and documentation plans so teams operate with clarity and consistency. Insights & Reporting: Build dashboards on key CS metrics (customer health, churn, expansions) to enable CS leadership and frontline teams; proactively surface risks, opportunities, and trends with strategic recommendations; analyze and prioritize efforts across retain, expand, and activate motions; and diagnose barriers to customer retention/activation and operationalize solutions. Project Leadership: Own CS operational initiatives end-to-end, turning strategy into executable plans, scoping requirements, building business cases, managing implementation, driving adoption, iterating post-launch, and measuring success; anticipate future needs and proactively design scalable processes and systems. Systems & Tools: Act as the primary liaison between CS and Business Systems, translating technical requirements into practical solutions; partner with the Data team and GTM Architect to assess and enhance the tech stack; and serve as a key stakeholder in evaluating, recommending, and implementing new CS tooling. Serve as a thought partner for CS leadership , ensuring CS operational plans are aligned with company objectives. Support continuous improvement through feedback, learning, and iteration, refining processes, systems, and outcomes over time. We're looking for people who have: Must Have: Proven track record in Customer Success Operations, Sales Operations, Revenue Operations, or a closely related ops role Strong analytical skills with the ability to turn data into actionable recommendations and business cases Strong project management experience,. comfortable proposing, juggling, and completing multiple cross-functional projects in tandem Technically savvy, with hands-on expertise in CRMs (Salesforce preferred) and CS platforms (e.g. Zendesk) Excellent communication skills, able to bridge the gap between technical teams and leadershi p Nice to Have: Experience in a SaaS or subscription-based business model Familiarity with BI or data visualization tools (e.g. Looker, Tableau) Experience with customer journey mapping or lifecycle program design Who you are: You have high attention to detail and a commitment to delivering quality, accurate work. You proactively drive to insight and recommendations, rather than depending solely on stakeholders, when you observe broad business challenges. You can proactively identify risks and opportunities, all while building buy-in on your proposed solution. Y ou bring strong project management experience and are comfortable proposing, juggling, and completing multiple cross-functional projects in tandem. You embrace continuous improvement, seeking out and applying feedback to refine processes, systems, and outcomes. 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 [email protected]. 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.