PDQ

Compensation

Full Description

Job Description: 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. What you'll be doing: Project Leadership 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. Collaboration and Process Improvement 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. Systems and Tools 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. Insights & Reporting 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. We're looking for people who have: You bring a proven track record in Customer Success Operations, Sales Operations, Revenue Operations, or a related ops role with significant project ownership. You bring strong project management experience and are comfortable proposing, juggling, and completing multiple cross-functional projects in tandem. You are technically savvy, with hands-on expertise in CRMs (Salesforce preferred) and CS platforms (i.e. Zendesk). You have strong analytical skills with the ability to turn data into recommendations and business cases. You are an excellent communicator who can bridge the gap between technical teams, leadership, and frontline CS managers. You embrace continuous improvement, seeking out and applying feedback to refine processes, systems, and outcomes. Do you think you have what it takes but don’t necessarily meet all the requirements? Apply anyway - you could be exactly who we are looking for! 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 hr@pdq.com. 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. *Currently, candidates who are eligible for fully remote positions can live in any of the following US states: AR, AZ, CO, CT, FL, GA, ID, IL, IN, KY, MD, MI, MN, MO, NC, NH, OK, OR, TN, TX, UT, VA, WA, WI.