← All roles

Manager, Customer Engineering

Pendo· Enterprise
Apply on company site
Sydney, Hybrid (Melbourne)full-timePosted 1w ago

About the role

Manager, Customer Engineering leading a team of Customer Engineers in a Sydney or Melbourne remote/work arrangement, responsible for aggregate output, coaching, operational cadence, hiring/onboarding, and AI adoption within the pod.

Responsibilities

  • 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.
  • 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.
  • 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.
  • Partner with recruiting to hire strong Customer Engineers and own the onboarding experience for new team members.
  • Ensure new hires become productive within expected ramp timelines.
  • Serve as the management counterpart to Account Director leadership for your pod. Resolve cross-functional friction, align priorities, and ensure the partnership operates in lockstep.
  • Set expectations for how your team experiments with and adopts AI tools for account workflows, call prep, and documentation. Model AI usage in your own management workflows and share what works across the team.

Qualifications

  • 5+ years of experience in a customer-facing technical role, such as Solutions Engineering, Technical Account Management, Customer Success Engineering, or Customer Engineering, plus demonstrated people management experience.
  • Demonstrated ability to coach and develop technical team members with measurable outcomes.
  • Experience managing a team accountable for customer health, retention, and expansion metrics.
  • Strong operational instincts, including the ability to build and run a team cadence that keeps accounts healthy.
  • Ability to partner effectively with Account Director leadership and resolve cross-functional friction.
  • Experience driving team adoption of AI tools to accelerate workflows.
  • Comfort with direct feedback, performance management, and honest development conversations.

Skills

Required:People managementAccount health managementOperational cadenceAI adoption

Benefits

  • Flexible, high-control benefits with a monthly health stipend
  • strong parental leave
  • equity
  • above-market retirement contributions
Last updated Oct 14, 2026. Interested? Apply on the company site.
Pendo logo

About Pendo

Product Experience & Analytics Platform | Pendo

AI-powered platform that improves how everyone uses software. Product analytics, in-app guides, churn prediction, and agent performance—unified by Pendo AI.

product analyticscustomer successuser onboardingin-app guidessession replayNPSfeedbackdigital adoption
Company profileWebsite

More open roles at Pendo