Customer Success Operations Lead

PDQ

2d • Remote

About The Position

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. In this role, you’ll directly shape the systems, processes, and insights that determine how effectively PDQ retains and expands its customer base.

Requirements

• 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 leadership
• High attention to detail and a commitment to delivering quality, accurate work.
• Proactively drive to insight and recommendations, rather than depending solely on stakeholders, when you observe broad business challenges.
• Can proactively identify risks and opportunities, all while building buy-in on your proposed solution.
• Embrace continuous improvement, seeking out and applying feedback to refine processes, systems, and outcomes.

Nice To Haves

• 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

Responsibilities

• 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.
• 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.
• 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.
• 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.

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
• 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