Senior GTM Operations Manager, Customer Engineering

About the role

Pendo's Data & GTM Intelligence org exists to make the revenue organization faster, smarter, and more effective. This role owns the operational foundation for Pendo's Customer Engineering organization: process design, planning cycles, and strategic partnership with CE leadership.

Responsibilities

• Own core CE operational work: book-of-business design, territory assignments, capacity planning, and quota framework support.
• Design, document, and improve CE processes end-to-end including 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 the Business Operations functions (Applied AI, Data, Systems).
• Identify where CE teams are running into friction - where they are losing time, where the data is wrong, where process gaps are costing renewals.
• Identify where manual work is slowing CEs down and bring a clear point of view to Applied AI on where automation or AI would have the most impact.
• Maintain Salesforce data standards for CE: define what good looks like, surface data quality issues, and work with Business Systems to fix them upstream.
• Contribute to org-wide GTM Ops initiatives alongside the broader team.

Requirements

You have 5+ years of experience in Revenue Operations, GTM Operations, Sales Operations, or Customer Success Operations within a B2B SaaS environment. You must have deep familiarity with CE or post-sale GTM motions, churn modeling, health scoring frameworks, or expansion pipeline mechanics. You should have proven ability to own and improve core ops work, such as territory and book-of-business design, capacity planning, process architecture, and strong analytical skills.

Qualifications

• Strong analytical skills: comfortable in SFDC and BI tools and able to build reporting that drives decisions rather than just documents activity.
• Ability to identify where AI or automation would meaningfully improve a process and articulate that clearly to technical partners.
• Prior experience acting as a business stakeholder for an AI or data product — writing requirements, reviewing outputs, and driving adoption.
• Exposure to Claude, n8n, Lovable or similar AI and automation tooling.

Skills

The best person for this role has strong customer success and sales engineering domain knowledge, sharp analytical instincts, and genuine enthusiasm for rebuilding operations around AI.

Benefits

Highly competitive, employer-heavy coverage (including $0 premium options), strong 401(k) match, equity, and flexible time off.

Pay

The expected salary range for this role to be performed in: North Carolina is $135,000 - $165,000
New York is $150,000 - $180,000

Schedule

Pendo is a hybrid culture. In-office 3 days per week unless designated remote.