Senior Technical Account Manager, Pendo

• 4+ years of experience in a customer-facing technical role (e.g., TAM, Solutions Engineer, Implementation Consultant) in a B2B SaaS environment
• Prior front end development experience, or experience with Python or other front end programming languages
• 2+ 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
• SeniorTechnical 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 Pendo Senior 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
• You'll be working on a portfolio customers including a large Enterprise Strategic Account, so will be someone great at working with a high number of customers, users and teams within a customer base
• Act as a strategic technical advisor to Pendo’s most complex and high-value customers, owning a defined book of business including a Large Strategic account 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