What are the responsibilities and job description for the Sr. Professional Services Engagement Manager position at Pendo.io?
Team Description
The Professional Services team's mission is to accelerate the time to value for our Pendo users. We are a team of creative individuals that have a passion for delivering value for our customers, while sharing best practices along the way. Our goal is to exceed our customers' expectations in every engagement.
Role Responsibilities
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 to be performed in Raleigh, NC is $107,100 - $133,900 & in New York, NY is $111,400 - $140,400.
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.
The Professional Services team's mission is to accelerate the time to value for our Pendo users. We are a team of creative individuals that have a passion for delivering value for our customers, while sharing best practices along the way. Our goal is to exceed our customers' expectations in every engagement.
Role Responsibilities
- Lead enterprise-level SaaS implementations from kickoff to completion, ensuring customer goals are clearly defined and aligned with implementation outcomes.
- Partner with customers’ executive sponsors, IT leaders, and business stakeholders to drive alignment, manage expectations, and ensure adoption and success.
- Collaborate with Pendo Consultants to co-deliver project workstreams, including solution design, configuration, enablement, and rollout planning.
- Own project governance, communications, and execution across multiple stakeholder groups and internal functions (Sales, Customer Success, Product, Support, and TAM).
- Serve as a trusted strategic advisor on how to best leverage Pendo to achieve user engagement, product adoption, and customer experience goals.
- Ensure successful handoffs to Customer Success and Support teams for post-implementation continuity.
- Contribute to the evolution of Professional Services delivery by developing reusable documentation, playbooks, and best practices that enhance team scalability and customer value.
- Track and report on key project milestones, deliverables, and KPIs to demonstrate progress and value realization.
- 6–8 years of experience in Professional Services or Enterprise Implementation roles within a B2B SaaS company.
- Proven track record leading enterprise-scale software implementations across multiple stakeholders and departments.
- Expertise in project management methodologies and tools with an ability to manage multiple concurrent initiatives.
- Strong executive presence and communication skills with experience engaging VP- and C-level stakeholders.
- Deep understanding of SaaS delivery models, value realization, and enterprise customer dynamics.
- Experience working in a billable/utilization-driven environment with a focus on client satisfaction and delivery excellence.
- Bachelor’s degree in Business, Engineering, Computer Science, or a related field; MBA or other advanced degrees a plus.
- Relevant certifications such as PMP, CSM, Prosci, or Implementation Specialist.
- Familiarity with digital adoption, product analytics, UX, or product-led growth strategies.
- Proficiency with Asana, Monday.com, Trello, Jira, and other project management tools.
- Experience contributing to methodology development, internal enablement, or knowledge-sharing initiatives.
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 to be performed in Raleigh, NC is $107,100 - $133,900 & in New York, NY is $111,400 - $140,400.
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.
Salary : $107,100 - $140,400
