Services Partner Success Manager

The Professional Services team is focused on accelerating time to value for our Pendo users. We are a team of innovative, customer-focused professionals committed to delivering exceptional outcomes while sharing industry best practices.

The Services Partner Success Manager is responsible for driving the success of our services partnerships by developing and managing partner enablement programs, maintaining engagement oversight and support, and ensuring alignment with and tracking of partner performance against key performance indicators (KPIs). 

This role supports the broader Partnership Ecosystem team by vetting new service partners, supporting contract negotiations, and ensuring strategic alignment with organizational goals. This position will also assist in pre-sales motions when needed and coordinate resources to ensure partner organizations have the resources and support necessary to thrive.

The Services Partner Success Manager will act as the technical and enablement lead for our services partners — rapidly becoming a Pendo product expert, owning partner readiness, and ensuring partners are skilled in our services delivery methodology before they deliver customer engagements.

Key Responsibilities

Partner Enablement & Support:

• Develop, deliver, and continuously improve a comprehensive technical enablement program that equips partners with the necessary knowledge and tools they need to successfully service our customers.
• Design and deliver scenario-based readiness assessments and mock demos that mirror real customer engagements. Validate partner readiness and identify gaps prior to assignment of service packages.
• Define and maintain partner readiness criteria and work with partners to remediate gaps.
• Rapidly ramp on Pendo product functionality and act as the technical subject-matter expert for partners.
• Provide ongoing support to partners, addressing inquiries and providing resources to enhance their success.
• Own enablement for subcontracting partners on Pendo’s services delivery methodology, including processes, templates, delivery expectations, and quality standards.
• Teach, coach, and audit subcontractor teams to ensure consistent delivery quality across subcontracted engagements.

Partner Engagement Success & Oversight

• Monitor the health and risk of partner-delivered engagements through regular inspections, status reviews, and escalation when required.
• Act as a central coordination point between Partners, Professional Services, Sales, Product, and Customer Success to ensure partners have the resources and support necessary for successful delivery.
• Lead or support quarterly business reviews with partners to assess performance, opportunities, and investment priorities.

Performance Monitoring & Reporting:

• Establish and track KPIs to assess partner effectiveness.
• Regularly analyze partnership performance data and share insights with Services and Solutions Partnerships leadership to inform strategy.
• Review project status and drive continuous improvement through lessons learned, root-cause analysis, and refinements to enablement and delivery processes.

Partnership Development & Go-to-Market:

• Work with Solutions Partnerships and Channel teams to vet new service partners, prioritize partners aligned with strategic objectives, and support contract and commercial discussions.
• Support in negotiating and formalizing partnership agreements, ensuring alignment with company goals.
• Conduct market research to identify trends, opportunities, and potential areas for partnership expansion (alongside Solutions Partnership team).
• Stay informed about industry developments to proactively adapt partnership strategies.

Facilitate Team Collaboration:

• Facilitate team project review sessions and identify risk or process improvements that can enhance service delivery.
• Ensure alignment and guidance across overall service delivery by sharing insights from customer engagements.
• Contribute to reusable assets, frameworks, and best practices that improve team efficiency.

Minimum Qualifications

• 6+ years in a customer-facing technical role, ideally in a SaaS B2B environment, with demonstrated ability to lead enablement and deliver business outcomes.
• Proven experience building and delivering technical enablement programs, workshops, and hands-on labs for partners or customers.
• Demonstrated ability to rapidly learn product functionality and act as a technical SME; prior experience with Pendo strongly preferred.
• Technical proficiency (HTML/CSS and familiarity with JavaScript or web instrumentation concepts) sufficient to understand and validate implementations and troubleshoot common issues.
• Strong project management capabilities with demonstrated ability to manage timelines, scope, and stakeholder expectations.
• Experience facilitating team reviews and providing strategic guidance that impacts service delivery.
• Bachelor's degree or equivalent work experience.

Preferred Qualifications:

• Prior experience enabling and auditing subcontracting partners against a services delivery methodology.
• Experience working with product analytics, in-app guidance tools, or similar product engagement platforms (Pendo, Gainsight PX, WalkMe, Appcues, etc.).
• Excellent training, presentation, and facilitation skills, with the ability to create clear, engaging instructional materials.
• Familiarity with change management and adoption best practices.
• Strong interpersonal skills with the ability to build long-term partner relationships and influence cross-functional stakeholders.

This role is ideal for a proactive individual who thrives on self-directed execution, with robust project management discipline. We are looking for candidates who are excited to equip service partners with the knowledge and tools to succeed on their own, and ensure they deliver consistent, high-quality outcomes that scale Pendo’s services while protecting customer experience.

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.

EEOC

We 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.

Accessibility

Pendo 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 accommodation(s) for any part of the recruitment process, please send a request to: [email protected]. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Compensation

Our 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 salary range for this role to be performed in:

Raleigh, NC $162,300 - $195,000

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.