Senior Technical Account Manager, Pendo

• 6+ years of experience in a customer-facing technical role (e.g., TAM, Solutions Engineer, Implementation Consultant) in a B2B SaaS environment
• 4+ years managing strategic or enterprise-level accounts, with proven ability to navigate executive relationships and influence customer outcomes
• Deep technical expertise including:
• Proven capability to own complex technical strategy, advocate for product changes, and deliver business outcomes aligned to customer KPIs
• Ability to work across departments (Sales, Product, Engineering, Support) and lead or contribute to cross-functional initiatives
• Excellent verbal and written communication skills, with ability to influence both technical and business stakeholders at all levels
• Demonstrated ability to mentor peers, lead enablement efforts, and contribute to broader team success beyond individual accounts

Desirable

• Pendo's Technical Account Managers serve as strategic partners who deliver proactive technical guidance to maximize customer value realization
• These professionals bridge the gap between business objectives and Pendo platform capabilities, working closely with Pendo customers to optimize their investment
• Senior Technical Account Managers function as trusted advisors, combining deep technical expertise with strategic business acumen to help Enterprise level customers achieve their goals through effective platform utilization
• By aligning Pendo solutions with specific business outcomes, they accelerate time-to-value, drive return on investment, and identify opportunities for account expansion
• As a Senior Pendo TAM, you will partner cross-functionally with Customer Success Managers, Account Directors, and Product/Engineering teams, ensuring an outcome-driven customer experience
• You will advise on the entire Pendo product suite, staying ahead of platform innovation to deliver guidance that evolves with each customer’s needs
• This is an opportunity to shape long-term success for your customers while being part of a dynamic, customer-focused team that thrives on curiosity, empathy, and impact
• Act as a strategic technical advisor to Pendo’s most complex and high-value customers, owning a defined book of business with long-term impact
• Build multi-threaded relationships, engaging directly with executive stakeholders, technical leads, and product teams to drive deep product adoption and customer success
• Lead the technical relationship across the full lifecycle, from onboarding to renewal, and guide long-term strategic enablement plans
• Partner with Sales and Success leadership on expansion opportunities and renewal strategies
• Provide advanced product-led consultation across Pendo’s platform (Web, Mobile, DAP, etc.), aligned to customer architecture and business priorities
• Guide customers through complex instrumentation, tagging frameworks, and data schemas to ensure strategic insight delivery
• Troubleshoot high-stakes technical issues across web and mobile platforms, leading resolution with Engineering and Support when needed
• Support on development of joint value plans (JVPs) and customer-specific enablement strategies that tie Pendo usage to customer KPIs and business outcomes
• Identify technical risks and develop mitigation plans for retention, expansion, and long-term platform usage
• Deliver quarterly technical briefings and value reviews tailored to strategic goals, executive priorities, and adoption metrics
• Channel complex customer needs into product improvement cycles and influence product direction through structured feedback loops
• Collaborate cross-functionally with Product and Engineering to represent the voice of strategic customers
• Deliver technical enablement via training, consultations, and workshops for customer and internal teams
• Create and share reusable content such as diagnostic guides, onboarding assets, and scalable solution templates