Senior GTM Operations Manager, Customer Engineering

Pendo•Raleigh, NY

1d•Hybrid

About The Position

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.

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: 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 process and articulate that clearly to technical partners.
Proven ability to work cross-functionally with Business Systems, Data, and Applied AI teams — you define requirements clearly, hold partners accountable, and drive adoption without direct authority.
Prior experience acting as a business stakeholder for an AI or data product — writing requirements, reviewing outputs, and driving adoption.

Nice To Haves

Exposure to Claude, n8n, Lovable or similar AI and automation tooling.

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).
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.