Manager, Customer Experience

Summary

Join Pendo's Customer Experience team as Manager, CX, leading a team of Technical Account Managers (TAMs) and Customer Success Managers (CSMs). You will coach and develop this blended team, building operational excellence and cross-functional collaboration to ensure high-impact customer journeys. Responsibilities include driving improvements in customer health and product adoption, partnering with Sales to build account strategies, managing escalations, and defining engagement models. You will manage up to ten direct reports, supporting customers across various segments. The ideal candidate has experience in customer success and technical advisory roles, with a passion for mentoring hybrid teams and delivering exceptional customer outcomes. This role requires strong strategic thinking, experience with enterprise-level customers, and familiarity with Salesforce and other CRM tools. The position offers a competitive salary and benefits package.

Requirements

• 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

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

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

Benefits

The expected salary range for this role is $123,100- $154,200 USD base + 20% variable