Senior GTM Operations Manager, Customer Engineering

## **The team + the role** Pendo's Data & GTM Intelligence org exists to make the revenue organization faster, smarter, and more effective. We sit at the intersection of data, AI, and GTM execution. We hold ourselves accountable to whether the teams we support are getting measurable, lasting value from our work. This role owns the operational foundation for Pendo's Customer Engineering organization: process design, planning cycles, and strategic partnership with CE leadership. You stay close to the business - deeply embedded in the CE org, with a point of view on where process, data, or AI could unlock better outcomes. You also serve as the CE pod lead, the coordination point for Applied AI, Business Systems, and Data work that touches your function. You operate with significant autonomy. You identify what is broken, design the solution, and bring stakeholders along. The best person for this role has strong customer success and sales engineering domain knowledge, sharp analytical instincts, and genuine enthusiasm for rebuilding operations around AI. **What this looks like day-to-day** - Own core CE operational work: book-of-business design, territory assignments, capacity planning, and quota framework support. - Design, document, and improve CE processes end-to-end including onboarding handoff workflows, renewal and expansion pipeline governance, risk escalation protocols, and success plan hygiene. - Partner with Analytics to translate data into clear, actionable recommendations for CE leadership. - Serve as the coordination point between CE and the Business Operations functions (Applied AI, Data, Systems). Understand where CE teams are running into friction - where they are losing time, where the data is wrong, where process gaps are costing renewals. - Identify where manual work is slowing CEs down and bring a clear point of view to Applied AI on where automation or AI would have the most impact. - Maintain Salesforce data standards for CE: define what good looks like, surface data quality issues, and work with Business Systems to fix them upstream. - Contribute to org-wide GTM Ops initiatives alongside the broader team ## **Who you are** Beyond the qualifications, we hire through a specific lens. These aren't buzzwords; they're the things we'll actually look for in how you talk about your work. You're a builder, not a maintainer. You're most energized when there isn't a clear path yet, and you get to define it. You don't wait for direction; you identify gaps, shape solutions, and drive them forward. At Pendo, great leaders don't just manage delivery — they operate as strategic owners, setting direction, influencing decisions across the org, and making the teams around them better. You're AI-curious — genuinely. You're not using AI tools occasionally. You're rewiring how you work around them. You're faster, sharper, and more prolific because of it, and you bring that energy to everything: how you evaluate new tooling, how you think about governance, how you build platforms that let others do the same. We want someone who sees AI as a multiplier, not a shortcut — and who understands what it actually takes to make AI safe and reliable at company scale. ### **Must-haves** - 5+ years of experience in Revenue Operations, GTM Operations, Sales Operations, or Customer Success Operations within a B2B SaaS environment. - Deep familiarity with CE or post-sale GTM motions: you understand NRR, retention, expansion mechanics, and how CS teams actually operate day to day. - Familiarity with churn modeling, health scoring frameworks, or expansion pipeline mechanics. - Proven ability to own and improve core ops work (territory and book-of-business design, capacity planning, process architecture) with limited oversight. - Strong analytical skills: comfortable in SFDC and BI tools and able to build reporting that drives decisions rather than just documents activity. - Ability to identify where AI or automation would meaningfully improve a pr…