Customer Success Manager

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.

PDQ's Core Values: Honesty, Ownership, Collaboration and Improvement 

Job Description:

• Before you apply, please note:
• • This is a hybrid role open to candidates in the Salt Lake City, UT area with an expectation of three in-office working days at our South Salt Lake City headquarters. 

PDQ is seeking a bold, customer-driven problem solver to join our high-performing Customer Success, Pooled Accounts team. As a CSM, you’ll work across a dynamic book of accounts, delivering proactive guidance, driving product expansion, and securing renewals, while making life easier for the IT heroes we serve. You will serve as a customer advocate and seller across many accounts covered in our pooled model and interact with them at various points in their customer journey. We take pride in working smart, collaborating candidly, and owning outcomes.

Success in this role is measured through customer retention, expansion, customer engagement, and operational excellence metrics.

What you'll be doing:

• Drive renewal strategy and execution across a shared customer book
• Identify usage trends and lead early interventions when risk is detected
• Recommend and coordinate cross-product expansions that solve customer pain points
• Capture voice-of-the-customer insights to influence product roadmap and strategy
• Collaborate closely with Sales, Support, and Product teams to deliver an exceptional customer experience

We're looking for people who have: 

• 2+ years of SaaS/B2B sales experience
• Experience assisting with or leading with customer demonstrations and contract negotiations
• We rely on Salesforce, Slack, and Microsoft Office to stay connected and informed, but it’s your critical thinking and proactive communication that will drive success

Who you are:

• Ownership: You take responsibility for projects, drive results, and deliver on commitments 
• Honesty: You demonstrate integrity, transparency, and ethical behavior in all interactions 
• Collaboration: You work effectively with cross-functional teams and foster a culture of teamwork 
• Improvement: You continuously seek opportunities for growth, innovation, and personal development 
• Natural curiosity and proactivity – you have a desire to learn as much as you can about PDQ products and how they can provide added value to sysadmins 
• Strong aptitude to grasp technical products and concepts and convey them through product demonstrations 
• Ability to demonstrate skilled discovery leading to uncovering customer opportunity 
• Excellent pipeline hygiene and attention to detail 
• Ability to build credibility quickly with customers and confidently guide business conversations
• Strong focus on goal attainment and consistently driving towards achieving and exceeding targets 

Tools we use:

•  Slack  
• Salesforce
• Microsoft Office 
• TextBlaze
• Scribe

PDQ Perks & Benefits:

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
• 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)

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].

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.