Senior Technical Account Manager

Pendo

  • London
  • Permanent
  • Full-time
  • 2 months ago
Team DescriptionPendo's Technical Account Managers serve as strategic partners who deliver proactive technical guidance to maximize customer value realization. These professionals bridge the gap between business objectives and Pendo platform capabilities, working closely with Pendo customers to optimize their investment.Senior Technical Account Managers function as trusted advisors, combining deep technical expertise with strategic business acumen to help Enterprise level customers achieve their goals through effective platform utilization. By aligning Pendo solutions with specific business outcomes, they accelerate time-to-value, drive return on investment, and identify opportunities for account expansion.As a Senior Pendo TAM, you will partner cross-functionally with Customer Success Managers, Account Directors, and Product/Engineering teams, ensuring an outcome-driven customer experience. You will advise on the entire Pendo product suite, staying ahead of platform innovation to deliver guidance that evolves with each customer's needs.This is an opportunity to shape long-term success for your customers while being part of a dynamic, customer-focused team that thrives on curiosity, empathy, and impact.Role Responsibilities
  • 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, engaging directly 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 on development of joint value plans (JVPs) and customer-specific enablement strategies that tie 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
Qualifications & Experience we are looking for
  • 6+ years of experience in a customer-facing technical role (e.g., TAM, Solutions Engineer, Implementation Consultant) in a B2B SaaS environment.
  • 4+ years managing strategic or enterprise-level accounts, with proven ability to navigate executive relationships and influence customer outcomes.
  • Deep technical expertise including:
  • 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.
This is a hybrid position, working 3 days per week out of our office in Central London.Pendo Description: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.EEOCWe 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.AccessibilityPendo 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.CompensationOur 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 base salary range for this role in the following location is:London £64,3000 - £80,400 + Bonus + RSU + Commuter stipend and benefits.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.#LI- Hybrid #LI- BL1

Pendo