Manager of Customer Experience, Pendo

• The ideal candidate brings experience in both customer success and technical advisory roles, with a passion for mentoring hybrid teams and delivering exceptional customer outcomes
• 5+ years of experience in SaaS customer success, technical account management, or consulting roles
• 2+ years of people management experience, with a proven ability to lead high-performing teams
• Proven experience working with enterprise-level customers, including navigating complex stakeholder landscapes
• Familiarity with Salesforce and other customer success/CRM tools
• Experience with capacity planning and team/resource allocation to support customer needs and business goals
• Strong strategic thinking and ability to balance long-term vision with day-to-day execution
• Experience managing or mentoring teams that span both technical and strategic customer responsibilities
• Comfortable navigating and resolving complex customer scenarios and escalations
• Demonstrated ability to coach team members in managing time, prioritizing portfolios, and delivering outcomes

Desirable

• At Pendo, our Customer Experience team is a strategic pillar in our mission to ensure our customers achieve lasting success and value through their partnership with Pendo
• We are creating a unified team of Technical Account Managers (TAMs) and Customer Success Managers (CSMs) who collaborate closely to support our most strategic, complex, and high-value customers
• Together, this blended team brings both technical acumen and strategic guidance to drive adoption, value realization, and long-term growth across the Pendo platform
• We're looking for a seasoned leader to guide this evolving team structure, combining technical depth with consultative partnership to meet customers where they are and help them go further
• This is a unique opportunity to shape a new frontier of customer engagement, spanning proactive account strategy, solution enablement, product adoption, and technical success
• As the Manager, CX, you’ll lead a team of TAMs and CSMs to ensure seamless, high-impact customer journeys
• You will be responsible for coaching and developing talent across both disciplines while building operational excellence, client engagement strategy, and cross-functional collaboration
• This role will work closely with stakeholders in Sales, Services, Product, and Support to ensure each customer realizes maximum value from Pendo
• You will manage up to ten direct reports, supporting a variety of customers across enterprise, strategic, and high-risk segments
• Lead, coach, and mentor a blended team of CSMs and TAMs focused on driving customer outcomes and retention
• Develop team capability to deliver both technical enablement and strategic guidance
• Drive measurable improvements in customer health, product adoption, and business value realization
• Partner with Sales partners to build account strategies and influence renewals and expansions
• Foster deep customer relationships at the executive level to reinforce strategic value and advocacy
• Manage escalations, risks, and account complexity with a customer-first mindset and structured problem-solving
• Define and implement engagement models, playbooks, and best practices to ensure consistent delivery excellence
• Monitor team performance through KPIs tied to customer health, NPS, renewals, and product utilization
• Contribute to capacity planning and resource optimization for effective coverage across the customer portfolio
• Collaborate cross-functionally with teams including Product, Support, and Marketing to elevate the customer experience
• Cultivate a culture of continuous improvement, customer empathy, and professional growth