Manager, CX

Team Description

At Pendo, our Customer Experience team is a strategic pillar in our mission to ensure our customers achieve lasting success and value through their partnership with Pendo. We are creating a unified team of Technical Account Managers (TAMs) and Customer Success Managers (CSMs) who collaborate closely to support our most strategic, complex, and high-value customers. Together, this blended team brings both technical acumen and strategic guidance to drive adoption, value realization, and long-term growth across the Pendo platform.

We're looking for a seasoned leader to guide this evolving team structure, combining technical depth with consultative partnership to meet customers where they are and help them go further. This is a unique opportunity to shape a new frontier of customer engagement, spanning proactive account strategy, solution enablement, product adoption, and technical success.

Role Description

As the Manager, CX, you’ll lead a team of TAMs and CSMs to ensure seamless, high-impact customer journeys. You will be responsible for coaching and developing talent across both disciplines while building operational excellence, client engagement strategy, and cross-functional collaboration. This role will work closely with stakeholders in Sales, Services, Product, and Support to ensure each customer realizes maximum value from Pendo.

You will manage up to ten direct reports, supporting a variety of customers across enterprise, strategic, and high-risk segments. The ideal candidate brings experience in both customer success and technical advisory roles, with a passion for mentoring hybrid teams and delivering exceptional customer outcomes.

Responsibilities:

• Lead, coach, and mentor a blended team of CSMs and TAMs focused on driving customer outcomes and retention.
• Develop team capability to deliver both technical enablement and strategic guidance.
• Drive measurable improvements in customer health, product adoption, and business value realization.
• Partner with Sales partners to build account strategies and influence renewals and expansions.
• Foster deep customer relationships at the executive level to reinforce strategic value and advocacy.
• Manage escalations, risks, and account complexity with a customer-first mindset and structured problem-solving.
• Define and implement engagement models, playbooks, and best practices to ensure consistent delivery excellence.
• Monitor team performance through KPIs tied to customer health, NPS, renewals, and product utilization.
• Contribute to capacity planning and resource optimization for effective coverage across the customer portfolio.
• Collaborate cross-functionally with teams including Product, Support, and Marketing to elevate the customer experience.
• Cultivate a culture of continuous improvement, customer empathy, and professional growth.

Minimum Qualifications:

• 5+ years of experience in SaaS customer success, technical account management, or consulting roles.
• 2+ years of people management experience, with a proven ability to lead high-performing teams.
• Proven experience working with enterprise-level customers, including navigating complex stakeholder landscapes.
• Familiarity with Salesforce and other customer success/CRM tools.
• Experience with capacity planning and team/resource allocation to support customer needs and business goals.
• Strong strategic thinking and ability to balance long-term vision with day-to-day execution.
• Experience managing or mentoring teams that span both technical and strategic customer responsibilities.
• Comfortable navigating and resolving complex customer scenarios and escalations.
• Demonstrated ability to coach team members in managing time, prioritizing portfolios, and delivering outcomes.

Preferred Qualifications:

• Proven success leading hybrid teams or working at the intersection of technical consulting and customer success.
• Experience in enterprise SaaS environments and customer lifecycle management.
• Strong cross-functional collaboration skills with stakeholders in Sales, Product, and Support.
• Excellent communication and executive presence, with an ability to influence both internal and external stakeholders.
• Analytical mindset with experience using data to inform strategy and performance.
• Familiarity with product analytics, digital adoption tools, or customer engagement platforms is a plus.

Pendo Description:

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success.  Our mission is to improve society's experience with software.

Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.

EEOC

We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.

Accessibility

Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require an accommodation for any part of the recruitment process, please send a request to: accommodation@pendo.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Compensation

Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.

The expected salary range for this role is $123,100- $154,200 USD

Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.

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