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Pendo is seeking a Manager, Customer Engineering to lead a technical team responsible for pre- and post-sales customer success. This is a people leadership role where you will manage a pod of Customer Engineers (P2–P4 level) and own aggregate outcomes around customer health, retention, and expansion.
Day-to-day responsibilities include:
• Team Output & Account Health: Own the health, retention, and expansion outcomes for accounts managed by your team. Ensure adequate Customer Engineering coverage, surface account risks early, and prevent accounts from falling through the cracks.
• People Development: Coach and develop Customer Engineers through regular 1:1s, actionable feedback, performance management, and individual development plans. Identify skill gaps and partner with enablement to close them.
• Operational Rhythm: Run the team's operating cadence, including weekly account reviews, pipeline syncs with Account Directors, escalation triage, and capacity planning. Maintain documentation standards and Salesforce hygiene.
• Hiring & Onboarding: Partner with recruiting to hire strong Customer Engineers and own the onboarding experience for new team members, ensuring they reach productivity within expected ramp timelines.
• Account Director Partnership: Serve as the management counterpart to Account Director leadership. Resolve cross-functional friction, align priorities, and ensure the Customer Engineering and Account Director partnership operates in lockstep.
• AI Adoption: Set expectations for how your team experiments with and adopts AI tools for account workflows, call prep, and documentation. Model AI usage in your own management workflows.
Pendo's Customer Engineering team combines responsibilities previously split across Customer Success, Technical Account Management, and Solutions Engineering into a full-lifecycle technical ownership model. The company is a hybrid culture (3 days in-office per week unless designated remote) and offers flexible benefits, strong parental leave, equity, and above-market retirement contributions.
REQUIREMENTS:
Must-haves:
• 5+ years of experience in a customer-facing technical role (Solutions Engineering, Technical Account Management, Customer Success Engineering, or Customer Engineering), plus demonstrated people management experience
• Demonstrated ability to coach and develop technical team members with measurable outcomes
• Experience managing a team accountable for customer health, retention, and expansion metrics
• Strong operational instincts, including the ability to build and run a team cadence that keeps accounts healthy
• Ability to partner effectively with Account Director leadership and resolve cross-functional friction
• Experience driving team adoption of AI tools to accelerate workflows
• Comfort with direct feedback, performance management, and honest development conversations
Nice-to-haves:
• Experience with Pendo, digital adoption platforms, or product analytics tooling
• Background in B2B SaaS with complex enterprise customer motions
• Experience hiring and onboarding technical team members
• Familiarity with pod-based or tiered account coverage models
