VP, Customer Success & Revenue Retention

PDQ; Salt Lake City (UT); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

4-Day Work Week

Equity Participation

Managers who champion professional dev

100% Premium Coverage for medical, etc

HSA and wellness incentives

Quarterly Values Award

Job summary

PDQ, based in Salt Lake City, Utah, seeks a Vice President of Customer Success to own and scale the post-sale organization serving 25,000+ customers. You will manage onboarding, customer success, renewals, and technical support, driving GRR and NRR with a hands-on, data-driven approach.

You will lead 30–50 teammates across divisions, report to the President and COO, and shape strategy for mid-market expansion while preserving a strong self-serve base.

Qualifications

• 7+ years in customer success, including at least 2 years at the Director or VP level.
• Direct ownership of a retention number (GRR, NRR, or renewal ARR) with results you can walk through.
• Experience leading technical support alongside customer success in a high-volume, high-account-count environment.
• A record of building post-sale programs that scale without adding headcount one-for-one with customers.
• Comfort working in the data yourself. You can build the health model and defend the metrics, not only read the dashboard.
• Experience taking a post-sale organization upmarket into mid-market or enterprise accounts while continuing to serve a large self-serve base.

Responsibilities

• Own gross and net revenue retention, including the renewal motion, the forecast, and the customer health model behind both.
• Lead a post-sale organization of 30 to 50 people across customer success, onboarding, and technical support, including the managers who run those teams.
• Run technical support for more than 25,000 customers and hold response and resolution standards as volume grows.
• Rebuild onboarding so new customers reach real product value in days instead of weeks, with adoption measured rather than assumed.
• Find expansion inside the installed base and work with Sales on how cross-sell is sourced, qualified, and handed off.
• Set the post-sale metrics the executive team and board review, and bring customer evidence into product and engineering prioritization.
• Build the mid-market motion across all three functions: support coverage and escalation paths, guided onboarding, and named coverage for larger accounts, without degrading the self-serve experience the rest of the base depends on.

Skills

Customer Success

Leadership

Data-driven

Forecasting

Cross-functional

Job description

PDQ, based in Salt Lake City, Utah, seeks a Vice President of Customer Success to own and scale the post-sale organization serving 25,000+ customers. You will manage onboarding, customer success, renewals, and technical support, driving GRR and NRR with a hands-on, data-driven approach.

You will lead 30–50 teammates across divisions, report to the President and COO, and shape strategy for mid-market expansion while preserving a strong self-serve base.