Customer Success Manager

PDQ • South Salt Lake, UT

22d • Hybrid

About The Position

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.

Requirements

• 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
• 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

Responsibilities

• 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

Benefits

• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed