Senior GTM Operations Manager, Customer Engineering

Pendo•Raleigh, NC

1d•$135,000 - $180,000•Hybrid

About The Position

The Data & GTM Intelligence org at Pendo aims to enhance the effectiveness and efficiency of the revenue organization by operating at the intersection of data, AI, and GTM execution. This role is specifically responsible for the operational foundation of Pendo's Customer Engineering (CE) organization, encompassing process design, planning cycles, and strategic collaboration with CE leadership. The position requires deep integration within the CE organization to identify opportunities for improvement through process, data, or AI. The role also serves as the CE pod lead, coordinating efforts related to Applied AI, Business Systems, and Data that impact the function. The individual will operate with considerable autonomy, identifying issues, designing solutions, and engaging stakeholders. Ideal candidates possess strong customer success and sales engineering domain knowledge, sharp analytical skills, and a passion for leveraging AI to enhance operations.

Requirements

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: understanding NRR, retention, expansion mechanics, and how CS teams 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 process and articulate that clearly to technical partners.
Proven ability to work cross-functionally with Business Systems, Data, and Applied AI teams — defining requirements clearly, holding partners accountable, and driving adoption without direct authority.
Prior experience acting as a business stakeholder for an AI or data product — writing requirements, reviewing outputs, and driving adoption.
Exposure to Claude, n8n, Lovable or similar AI and automation tooling.

Nice To Haves

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.
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.

Responsibilities

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).
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.