Senior GTM Operations Manager, Customer Engineering

Pendo is hiring a Senior GTM Operations Manager for Customer Engineering in Raleigh, NC or New York, NY. In this full-time role, you'll build and optimize the operational infrastructure for the Customer Engineering team, identifying process and technology improvements that drive measurable revenue impact.

The Opportunity

The Customer Engineering function depends on robust operational systems to scale effectively. You own the design and continuous improvement of processes across the function—from capacity allocation and territory strategy to pipeline governance and renewal workflows. You sit at the center of an integrated operations group, collaborating with Applied AI, Business Systems, and Analytics teams to diagnose friction and deploy solutions that multiply effectiveness. This position demands someone who takes ownership of identifying operational challenges, designing solutions, and building consensus across teams.

Key Responsibilities

• Establish and execute the operational model for Customer Engineering, including capacity planning, territory design, and quota framework support
• Build comprehensive workflows covering new customer transitions, expansion and renewal pipeline structures, escalation frameworks, and success plan execution
• Convert analytics into clear, strategic recommendations for CE leadership and operational decision-making
• Coordinate between Customer Engineering and internal operations functions—defining requirements clearly, identifying bottlenecks, and ensuring adoption of new systems and processes
• Assess where automation and AI tools can reduce manual effort and create operational advantages
• Maintain Salesforce data integrity standards specific to Customer Engineering, partnering with Business Systems to fix underlying data issues
• Participate in enterprise-wide go-to-market operations initiatives

What You Bring

Required:

• 5+ years in Revenue Operations, GTM Operations, Sales Operations, or Customer Success Operations within B2B SaaS
• Deep expertise in Customer Engineering or post-sale go-to-market motions; understanding of net revenue retention, renewal and expansion mechanics, and Customer Success operations
• Familiarity with churn analysis, customer health scoring, or expansion pipeline frameworks
• Demonstrated success owning territory design, capacity planning, and process architecture with substantial independence
• Strong technical fluency with Salesforce and BI tools; ability to build decision-driving reports
• Clear ability to identify where AI or automation would improve efficiency and communicate that vision to technical partners
• Proven cross-functional leadership with Business Systems, Data, and Applied AI teams

Preferred:

• Previous experience as a business stakeholder for AI or data products
• Hands-on familiarity with Claude, n8n, or Lovable

Working at Pendo

Founded in 2013 by product leaders, Pendo's mission is to improve society's experience with software. We're one of the fastest-growing B2B SaaS companies, supported by Battery Ventures, Salesforce Ventures, Spark Capital, and Meritech.

This is a hybrid role in Raleigh, NC or New York, NY, requiring three days per week in-office. Benefits include highly competitive health coverage with $0 premium options, strong 401(k) match, equity, and flexible paid time off. Salary ranges from $135,000–$165,000 in North Carolina and $150,000–$180,000 in New York.

We're committed to building diverse teams and providing accommodations for applicants with disabilities. Contact accommodation@pendo.io if you need support.

Next Steps

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.