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About the Role

This role owns the operational foundation for Pendo's Customer Engineering organization, focusing on process design, planning cycles, and strategic partnership with CE leadership. You will be deeply embedded in the CE org, identifying opportunities for process, data, or AI to unlock better outcomes, and serving as the CE pod lead for coordination across Applied AI, Business Systems, and Data initiatives.

Responsibilities

• Own core CE operational work including book-of-business design, territory assignments, capacity planning, and quota framework support.
• Design, document, and improve CE processes end-to-end, covering onboarding handoff workflows, renewal and expansion pipeline governance, risk escalation protocols, and success plan hygiene.
• Partner with Analytics to translate data into clear, actionable recommendations for CE leadership.
• Serve as the coordination point between CE and Business Operations functions (Applied AI, Data, Systems) to identify and address friction points.
• Identify manual work slowing CEs down and provide clear recommendations to Applied AI on automation or AI impact.
• Maintain Salesforce data standards for CE, defining quality benchmarks, surfacing issues, and collaborating with Business Systems for upstream fixes.
• Contribute to org-wide GTM Ops initiatives.

Requirements

• 5+ years of experience in Revenue Operations, GTM Operations, Sales Operations, or Customer Success Operations within a B2B SaaS environment.
• Deep familiarity with CE or post-sale GTM motions, including NRR, retention, expansion mechanics, and CS team operations.
• Familiarity with churn modeling, health scoring frameworks, or expansion pipeline mechanics.
• Proven ability to own and improve core ops work (territory and book-of-business design, capacity planning, process architecture) with limited oversight.
• Strong analytical skills, comfortable using SFDC and BI tools to build decision-driving reports.
• Ability to identify where AI or automation can meaningfully improve a process and articulate this to technical partners.
• Proven ability to work cross-functionally with Business Systems, Data, and Applied AI teams, defining requirements, holding partners accountable, and driving adoption without direct authority.
• Prior experience acting as a business stakeholder for an AI or data product, including writing requirements, reviewing outputs, and driving adoption.
• Exposure to Claude, n8n, Lovable or similar AI and automation tooling.

Skills

• Process design
• Planning cycles
• Strategic partnership
• Data analysis
• AI implementation
• Salesforce
• BI tools
• Reporting
• Automation
• Cross-functional collaboration
• Requirements definition
• Stakeholder management

Location

• North Carolina
• New York

Work Type

• Hybrid
• Remote

Experience Level

• 5+ years of experience

Salary/Compensations

• $135,000 - $165,000 (North Carolina)
• $150,000 - $180,000 (New York)

Benefits

• Highly competitive, employer-heavy coverage (including $0 premium options)
• Strong 401(k) match
• Equity
• Flexible time off

About the Company

• Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers: a simple way to understand and attack what truly drives product success. Our mission is to improve society's experience with software. Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. Pendo core values: Bias to Act, Hone Your Craft, The Team is Pendo, and Maniacal Focus.

Equal Opportunity

• We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.
• Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.