Sr. Engagement Manager

The Team + The Role

Pendo's Professional Services team accelerates time to value for our customers, helping them realize the full potential of their investment in Pendo. We combine implementation expertise, strategic guidance, and proven best practices to deliver measurable customer outcomes. Our goal is to exceed customer expectations in every engagement while building the foundation for long-term success.

As a Sr. Engagement Manager, you own the delivery of enterprise-level SaaS implementations from kickoff through completion. You partner with executive sponsors, IT leaders, and business stakeholders to align implementation strategy with customer goals, manage complex workstreams, and drive measurable value. You serve as a trusted strategic advisor while working across Pendo's Professional Services, Sales, Customer Success, Product, and Support teams to deliver successful outcomes and continuously improve how we serve customers.

This is a role based in-office in San Francisco, Raleigh, or New York, or Remote in the United States.

What this looks like day-to-day

• Enterprise implementation leadership: Lead complex, enterprise-level SaaS implementations from kickoff through completion, ensuring customer objectives are clearly defined and reflected in project outcomes. Own delivery execution across multiple workstreams while maintaining alignment on scope, milestones, and success criteria.
• Executive stakeholder partnership: Build trusted relationships with executive sponsors, IT leaders, and business stakeholders throughout the implementation lifecycle. Drive alignment, manage expectations, and navigate competing priorities to support customer adoption and long-term success.
• Cross-functional delivery: Partner with Pendo Consultants to deliver solution design, configuration, enablement, and rollout planning. Coordinate with Sales, Customer Success, Product, and Support to keep teams aligned and resolve delivery challenges.
• Project governance and execution: Own project governance, stakeholder communications, and execution across multiple concurrent initiatives. Apply structured project management practices to maintain accountability, manage dependencies, and keep implementations progressing toward agreed outcomes.
• Strategic customer advisory: Guide enterprise customers on how to leverage Pendo to improve user engagement, product adoption, and customer experience. Connect implementation decisions to customer business objectives and opportunities for measurable value realization.
• Performance and value tracking: Track key project milestones, deliverables, and KPIs throughout the engagement. Communicate progress, delivery performance, and value realization to customer stakeholders and internal teams.
• Post-implementation continuity: Coordinate successful handoffs to Customer Success and Support teams as implementations conclude. Ensure relevant project context, customer objectives, and implementation outcomes are communicated to support a seamless transition.
• Delivery methodology improvement: Develop reusable documentation, playbooks, and implementation best practices that strengthen Professional Services delivery. Share knowledge and identify opportunities to improve team scalability, consistency, and customer value.

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 Sr. Engagement Managers don't just follow instructions; they operate as strategic advisors, influencing decisions, guiding stakeholders, and elevating how we work.

You're AI-curious - genuinely.

Must-haves

• 6–8 years of experience in Professional Services or enterprise implementation roles within a B2B SaaS company.
• Demonstrated success leading enterprise-scale software implementations across multiple stakeholders, departments, and workstreams.
• Expertise in project management methodologies and tools, with the ability to manage multiple concurrent initiatives while maintaining delivery quality and accountability.
• Strong executive presence and communication skills, including direct experience engaging VP- and C-level stakeholders and managing expectations across complex organizations.
• Deep understanding of SaaS delivery models, enterprise customer dynamics, and how implementations contribute to customer adoption and measurable value realization.
• Experience operating in a billable, utilization-driven Professional Services environment with a demonstrated focus on client satisfaction and delivery excellence.

Nice-to-haves

• Bachelor's degree in Business, Engineering, Computer Science, or a related field; an MBA or other advanced degree is a plus.
• Relevant professional certifications such as PMP, CSM, Prosci, or Implementation Specialist.
• Familiarity with digital adoption, product analytics, user experience (UX), or product-led growth strategies.
• Proficiency with project management tools such as Asana, Trello, or Jira.
• Experience contributing to delivery methodology development, internal enablement, or knowledge-sharing initiatives.

Compensation: The expected salary range for this role to be performed in the United States is $136,000 - $168,000.

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