Sr. Technical Account Manager

Company	Pendo
Location	San Francisco, CA, USA
Salary	$123100 – $154200
Type	Full-Time
Degrees
Experience Level	Senior

Requirements

4+ years of experience in a customer-facing technical role such as Technical Account Manager, Implementation Consultant, Solutions Engineer, Customer Success Manager or similar, ideally within a SaaS B2B environment.
2+ years of hands-on experience with technology implementation, technical consulting, or dedicated technical support, with a track record of guiding customers through complex onboarding and adoption processes.
Proven ability to independently manage technical relationships with customers, including executive and developer stakeholders, and to create strategic plans that drive successful outcomes with new technologies.
Strong technical troubleshooting capabilities, especially in areas such as API diagnostics and debugging, including analyzing request/response patterns, headers, status codes, and payload structure.
Basic front-end web technologies, including solid working knowledge of HTML and CSS.
Experience using tools like Postman, browser developer tools, and/or network debuggers (e.g., Chrome DevTools).
Ability to consult on JavaScript, browser-based applications, mobile platforms, AI or product-led growth tools such as analytics dashboards or in-app messaging platforms (e.g. Amplitude, WalkMe, Gainsight PX).
Quick learner with the ability to adapt to evolving technologies and a demonstrated aptitude for becoming a product expert and trusted advisor.
Excellent communication and presentation skills, with the ability to translate technical concepts into business value for non-technical audiences.
Experience working cross-functionally with Sales, Customer Success, Product, Engineering, and Support teams in a fast-paced, customer-obsessed environment.

Responsibilities

Serve as a trusted technical advisor and strategic partner to a portfolio of Pendo’s key customers.
Develop deep relationships with technical stakeholders and product leaders to ensure product adoption and satisfaction.
Act as the primary technical point of contact throughout the customer lifecycle, from onboarding through expansion and renewal.
Provide best practice recommendations for implementing, integrating, and optimizing Pendo’s platform based on customer needs and goals.
Guide customers through data instrumentation, tagging strategies, and event schema design to ensure actionable product insights.
Troubleshoot technical issues and coordinate resolution with Pendo support, engineering, and product teams, as needed.
Collaborate with Customer Success Managers (CSMs) and Account Directors (ADs) to align technical outcomes with customer success plans and business objectives.
Identify risks and proactively mitigate potential challenges to adoption, integration, or expansion.
Deliver quarterly business and technical briefings to showcase value and drive alignment on strategic goals.
Advocate for customer feature requests and product improvements by channeling structured feedback to internal Product and Engineering teams.
Influence roadmap priorities by highlighting key use cases, industry trends, and customer pain points.
Educate customers through training, consultation, and workshops on new product features, beta programs, and industry best practices.
Develop reusable resources (e.g., solution guides, implementation templates) to accelerate customer onboarding and maturity.
Leverage usage analytics and customer telemetry to proactively identify engagement gaps and opportunities for expansion.
Assist customers in setting up reporting and dashboards to measure success metrics and adoption trends.

Preferred Qualifications

No preferred qualifications provided.