Senior GTM Operations Manager, Customer Success

B Capital; New York (NY); Hybrid; USD 150,000 - 180,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) match

Equity participation

Flexible time off

Job summary

Pendo seeks a leader to own the operational foundation of Customer Engineering, shaping processes, planning cycles, and partnering with CE leadership. You will drive design, governance, and automation initiatives, embedding AI across workflows to unlock faster, more reliable outcomes.

You will collaborate with Analytics, Applied AI, and Data teams to translate insights into action, reducing friction and protecting renewals while advancing GTM effectiveness.

Qualifications

• 5+ years in Revenue/ GTM/ Sales Operations in a B2B SaaS environment.
• Deep familiarity with CE or post-sale GTM motions (NRR/ retention/ expansion).
• Experience with churn modelling or health scoring frameworks.
• Owning and improving core ops work with limited oversight.
• Strong analytical skills in SFDC and BI tools.
• Ability to specify AI/automation requirements clearly to tech partners.
• Experience as a business stakeholder for AI/data products.
• Exposure to Claude, n8n, Lovable or similar AI tools.

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 Business Operations functions (Applied AI, Data, Systems).
• Identify where manual work slows CEs and advise Applied AI on where automation could help.
• Maintain Salesforce data standards for CE and fix data quality upstream with Business Systems.
• Contribute to org-wide GTM Ops initiatives alongside the broader team.

Skills

Revenue Operations

GTM Operations

Sales Operations

Customer Success Operations

Analytical skills

Data-driven decisions

Cross-functional collaboration

Tools

SFDC

BI tools

Job description

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

About Pendo

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.

Pendo core values: Bias to Act, Hone Your Craft, The Team is Pendo, and Maniacal Focus.

Location: Pendo is a hybrid culture. In-office 3 days per week unless designated remote.

Benefits: Highly competitive, employer-heavy coverage (including $0 premium options), strong 401(k) match, equity, and flexible time off.

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 to be performed in:
- North Carolina is $135,000 - $165,000
- New York is $150,000 - $180,000

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: [e-mail]. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

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: [e-mail]. 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 to be performed in SAID STATE is USD$ - 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.