Strategic Customer Success Manager

Responsibilities

• Manage a focused portfolio of enterprise and high-ARR accounts across their full customer journey, from onboarding through renewal and expansion.
• Build and maintain executive-level relationships, acting as a trusted advisor who understands each customer's business goals and aligns PDQ products to deliver measurable value.
• Develop and execute tailored success plans that drive product adoption, platform depth, and long-term retention across your book of business.
• Identify and close upsell and cross-sell opportunities across the PDQ product suite, partnering with Sales to expand revenue within your accounts.
• Onboard high-ARR accounts, helping our most strategic new customers navigate their adoption of PDQ products and realize the full value of their purchase.
• Serve as the voice of the customer internally, delivering consolidated product feedback to PDQ Product Managers and advocating for strategic account needs.
• Mentor junior Customer Success Managers, sharing best practices and helping elevate the broader CS team.

Requirements

• 7+ years of SaaS/B2B customer success, account management, or sales experience with a focus on managing complex or high-value accounts.
• Demonstrated ability to manage enterprise-level relationships and navigate multi-stakeholder organizations at the executive level.
• Proven track record of driving retention, expansion, and upsell within a book of business with measurable outcomes.
• Strong grasp of CRM software (Salesforce or HubSpot preferred) and Microsoft Office suite (Outlook, Excel, Word, PowerPoint).
• Ability to quickly learn and confidently demo technical SaaS products, and bring in additional technical resources for deeper requirements.

Nice-to-Haves

• Experience in IT management, endpoint management, or device management software (MDM, deployment tools, etc.).
• Familiarity with PDQ products (Deploy, Inventory, Connect, SimpleMDM, or SmartDeploy) or similar IT ops tooling.
• Experience working within a PE-backed or high-growth SaaS environment.
• Bachelor's degree in Business or a related field.