Senior GTM Operations Manager, Customer Engineering

About the role

This role manages the operational strategy and foundation for the Customer Engineering organization. You will function as a strategic partner to leadership, identifying process gaps and utilizing data and AI to drive measurable outcomes for the revenue organization.

Key facts

What you'll do

• Manage core operational functions including territory design, book-of-business allocation, quota frameworks, and capacity planning.
• Create and maintain end-to-end processes for onboarding handoffs, pipeline governance, risk escalation, and success plan management.
• Collaborate with the Analytics team to convert data into actionable insights for leadership.
• Serve as the primary liaison between Customer Engineering and Business Operations, including Applied AI, Data, and Systems teams.
• Identify manual bottlenecks and propose automation or AI-driven solutions to improve efficiency.
• Enforce Salesforce data standards and coordinate with Business Systems to resolve quality issues.
• Participate in broader GTM Operations initiatives across the company.

Requirements

• 5+ years of experience in GTM Operations, Revenue Operations, Sales Operations, or Customer Success Operations within a B2B SaaS company.
• Expertise in post-sale GTM motions, including retention, NRR, expansion mechanics, and CS team workflows.
• Experience with churn modeling, health scoring, and expansion pipeline management.
• Proven ability to handle territory design, capacity planning, and process architecture independently.
• Strong analytical capabilities with proficiency in Salesforce and BI tools to drive decision-making.
• Ability to bridge the gap between business needs and technical requirements for AI and automation projects.
• Experience working cross-functionally with Data, Systems, and AI teams to influence outcomes without direct authority.

Nice to have

• Experience acting as a business stakeholder for data or AI products, including writing requirements and driving adoption.
• Familiarity with AI and automation tools such as Claude, n8n, or Lovable.

Skills & tools

• Salesforce (SFDC)
• BI tools
• AI and automation platforms (Claude, n8n, Lovable)
• Capacity planning and territory design
• Churn and retention modeling

Practical notes

• Salary range for Raleigh, NC: $135,000 - $165,000.
• Salary range for New York, NY: $150,000 - $180,000.
• Benefits include employer-heavy insurance coverage, $0 premium options, 401(k) match, equity, and flexible time off.
• For accessibility accommodations during the application process, contact accommodation@pendo.io.