Customer Success Operations Lead

PDQ

91d

About The Position

As the Customer Success Operations Lead, you’ll serve as the primary operational partner and strategist for the Customer Success (CS) organization, inclusive of our Customer Support (Solutions) team. You will take ownership of key initiatives from scoping to execution, optimization, monitoring, and beyond, ensuring the CS team has the processes, tools, and insights needed to deliver an exceptional customer experience. This role blends project management, systems thinking, and strategic partnership. You’ll act as the project manager, thought partner, strategist, and point of contact for Customer Success operational initiatives, while representing CS needs to Business Systems and the broader Revenue Operations function. Your work will directly influence how PDQ drives retention, expansion, and customer lifetime value.

Requirements

• Proven track record in Customer Success Operations, Sales Operations, Revenue Operations, or a related ops role with significant project ownership.
• Strong project management experience and comfortable proposing, juggling, and completing multiple cross-functional projects in tandem.
• Technically savvy, with hands-on expertise in CRMs (Salesforce preferred) and CS platforms (i.e. Zendesk).
• Strong analytical skills with the ability to turn data into recommendations and business cases.
• Excellent communicator who can bridge the gap between technical teams, leadership, and frontline CS managers.
• Embrace continuous improvement, seeking out and applying feedback to refine processes, systems, and outcomes.

Responsibilities

• Own CS operational initiatives end-to-end: turning strategy into executable plans, scoping requirements, building business cases, managing implementation, driving adoption, and iterating post-launch.
• Monitor impact, identify areas for optimization, and guide projects through subsequent improvement phases.
• Anticipate future needs and proactively design scalable processes and systems.
• Serve as a thought partner for CS leadership, actively participating in planning processes to ensure CS operational strategies are aligned with company objectives.
• Partner with CS leadership and frontline managers to build trust in operational processes, ensuring systems and workflows align with how the team works.
• Identify and break down silos between Customer Success and adjacent functions, aligning with cross-functional stakeholders to build transparency and shared accountability for customer outcomes.
• Streamline CS operational workflows and processes to eliminate friction for both customers and internal teams.
• Lead CS operations enablement, developing enablement and documentation plans to ensure that CS teams operate with clarity and consistency.
• Act as the primary liaison between CS and Business Systems, ensuring requirements are translated into solutions that work in practice.
• Partner with the Business Systems team to assess and enhance the technology stack, ensuring seamless integration with other business systems and tools to increase CS productivity.
• Serve as a key stakeholder in evaluating, recommending, and implementing new CS tooling and functionality to increase CS effectiveness.
• Build reporting and dashboards on key CS metrics (customer health, churn, expansions, etc.) to enable CS leadership and frontline teams.
• Proactively surface risks, opportunities, and trends, offering strategic recommendations.

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

• Number of Employees: 101-250 employees