Senior Program Manager

Pendo; Bengaluru; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Pendo is seeking an experienced Program Manager in Bengaluru to own end-to-end delivery of strategic customer programs, from planning through go-live and hypercare. You will serve as the primary contact for customers and build executive-level relationships.

You will drive governance, plan and report progress, manage risks, and collaborate with Sales, Customer Success, and Product teams to ensure successful delivery and revenue realization.

Qualifications

• 8–13 years of program or project management experience delivering enterprise software or SaaS implementations.
• Experience managing enterprise customers and executive stakeholders.
• Proven expertise in program governance, commercial management, customer success and revenue realisation.
• Hands-on experience with Jira, Confluence, MS Project, Smartsheet or similar tools.

Responsibilities

• Drive program governance, planning, status reporting, and executive communication to ensure successful program delivery.
• Ensure delivery milestones, commercial commitments, and revenue recognition are achieved within defined timelines.
• Collaborate with Sales and Customer Success teams to identify revenue growth opportunities through change requests, upselling, and scope optimisation.
• Drive customer success by improving customer satisfaction (CSAT), Net Promoter Score (NPS), product adoption, and long-term retention.
• Coordinate cross-functional teams, including Product, Engineering, QA, DevOps, Support, and Customer Success, to ensure seamless delivery.
• Proactively identify and manage program risks, issues, dependencies, and executive escalations.
• Monitor program KPIs, budgets, resource utilisation, delivery quality, and overall business outcomes.
• Drive continuous improvement through process optimisation, automation, and implementation of best practices.
• Foster a collaborative, accountable, and high-performance team culture.

Skills

Program governance

Stakeholder management

Cross-functional collaboration

Executive communication

Tools

Jira

Confluence

MS Project

Smartsheet

Job description

This role owns the end-to-end delivery of strategic customer programs, from planning through go-live and hypercare. The Program Manager is the primary point of contact for customers and builds strong executive-level relationships.

Responsibilities:

• Drive program governance, planning, status reporting, and executive communication to ensure successful program delivery.
• Ensure delivery milestones, commercial commitments, and revenue recognition are achieved within defined timelines.
• Collaborate with Sales and Customer Success teams to identify revenue growth opportunities through change requests, upselling, and scope optimisation.
• Drive customer success by improving customer satisfaction (CSAT), Net Promoter Score (NPS), product adoption, and long-term retention.
• Coordinate cross-functional teams, including Product, Engineering, QA, DevOps, Support, and Customer Success, to ensure seamless delivery.
• Proactively identify and manage program risks, issues, dependencies, and executive escalations.
• Monitor program KPIs, budgets, resource utilisation, delivery quality, and overall business outcomes.
• Drive continuous improvement through process optimisation, automation, and implementation of best practices.
• Foster a collaborative, accountable, and high-performance team culture.

Requirements:

• 8-13 years of program or project management experience delivering enterprise software or SaaS implementations, preferably in the Media and Entertainment industry.
• Experience managing enterprise customers, executive stakeholders and cross-functional teams, along with proven expertise in program governance, commercial management, customer success and revenue realisation.
• Hands-on experience with Jira, Confluence, MS Project, Smartsheet or similar tools is expected.