Manager, Customer Engineering

At Pendo, a Most Loved Workplace® certified employer in the Computer Software space, Elevating the world's experience with software, one product at a time.

<h2>The Team + The Role</h2>

<p>Pendo’s Customer Engineering team is the technical backbone of our pre- and post-sales motion. The team brings together responsibilities previously split across Customer Success, Technical Account Management, and Solutions Engineering into one full-lifecycle technical ownership model. Customer Engineering is a growth function focused on customer health, retention, expansion, and technical partnership.</p>

<p>As Manager, Customer Engineering, you will lead a team of Customer Engineers and be accountable for their aggregate output while staying close to the work. You will translate team goals into individual assignments, coach direct reports on technical and commercial skills, and run the day-to-day operating rhythm for your pod. This is a people leadership role where your team’s output is your output.</p>

<p>This is a role based in-office in Sydney or Remote in Melbourne.</p>

<h2>What this looks like day-to-day</h2>

<ul>

<li><strong>Team output and account health:</strong> Own the aggregate health, retention, and expansion outcomes for the accounts your team manages. Ensure Customer Engineering coverage is adequate, account risks are surfaced early, and no account falls through the cracks.</li>

<li><strong>People development:</strong> Coach and develop P2 through P4 Customer Engineers through regular 1:1s, actionable feedback, performance management, and individual development plans. Identify skill gaps and partner with enablement to address them.</li>

<li><strong>Operational rhythm:</strong> Run the team’s operating cadence, including weekly account reviews, pipeline syncs with Account Directors, escalation triage, and capacity planning. Maintain documentation standards and Salesforce hygiene across the team.</li>

<li><strong>Hiring and onboarding:</strong> Partner with recruiting

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