Manager, Customer Onboarding, SMB
Deel
Technical Account Manager
Pendo.io
full-time
Posted on:
Location Type: Hybrid
Location: London • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Act as a strategic technical advisor to Pendo’s most complex and high-value customers, owning a defined book of business with long-term impact.
- Build multi-threaded relationships with executive stakeholders, technical leads, and product teams to drive deep product adoption and customer success.
- Lead the technical relationship across the full lifecycle, from onboarding to renewal, and guide long-term strategic enablement plans.
- Partner with Sales and Success leadership on expansion opportunities and renewal strategies.
- Provide advanced product-led consultation across Pendo’s platform (Web, Mobile, DAP, etc.), aligned to customer architecture and business priorities.
- Guide customers through complex instrumentation, tagging frameworks, and data schemas to ensure strategic insight delivery.
- Troubleshoot high-stakes technical issues across web and mobile platforms, leading resolution with Engineering and Support when needed.
- Support development of joint value plans (JVPs) and customer-specific enablement strategies tying Pendo usage to customer KPIs and business outcomes.
- Identify technical risks and develop mitigation plans for retention, expansion, and long-term platform usage.
- Deliver quarterly technical briefings and value reviews tailored to strategic goals, executive priorities, and adoption metrics.
- Channel complex customer needs into product improvement cycles and influence product direction through structured feedback loops.
- Collaborate cross-functionally with Product and Engineering to represent the voice of strategic customers.
- Deliver technical enablement via training, consultations, and workshops for customer and internal teams.
- Create and share reusable content such as diagnostic guides, onboarding assets, and scalable solution templates.
Requirements
- 4+ years of experience in a customer-facing technical role (e.g., TAM, Solutions Engineer, Implementation Consultant) in a B2B SaaS environment.
- 2+ years managing strategic or enterprise-level accounts, with proven ability to navigate executive relationships and influence customer outcomes.
- Deep technical expertise and proven capability to own complex technical strategy, advocate for product changes, and deliver business outcomes aligned to customer KPIs.
- Ability to work across departments (Sales, Product, Engineering, Support) and lead or contribute to cross-functional initiatives.
- Excellent verbal and written communication skills, with ability to influence both technical and business stakeholders at all levels.
- Demonstrated ability to mentor peers, lead enablement efforts, and contribute to broader team success beyond individual accounts.
- Bonus: Familiarity with AI-powered tools, product-led growth platforms (e.g., Amplitude, WalkMe, Gainsight PX), and telemetry-based analytics strategies.
- Hybrid: ability to work from Central London office 3 days per week.
Benefits
- Hybrid position — working 3 days per week out of our office in Central London.
- Competitive salary (salary ranges based on paying competitively for our size and industry).
- Compensation, benefits and other reward opportunities.
- Equal opportunity employer; diverse teams welcomed.
- Accessibility: reasonable accommodation for applicants with mental and/or physical disabilities (contact accommodation@pendo.io).
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
multi-threaded relationshipstechnical strategycomplex instrumentationtagging frameworksdata schemastroubleshootingtechnical enablementconsultationworkshopsB2B SaaS
Soft skills
communicationinfluencementoringcollaborationleadershipcustomer successstrategic thinkingproblem-solvingrelationship managementcross-functional teamwork
