The opportunity
Pendo's Information Security team protects the data entrusted to Pendo and helps ensure our products are built with security and privacy by design. The team spans Security Operations, Product Security, Governance, Risk, and Compliance (GRC), and Security Enablement.
What you'll do
Security enablement and automation: Build and maintain resources that help GTM teams independently answer customer security questions and complete security questionnaires. Use AI and automation to make these workflows more efficient, accurate, and self-service wherever possible.
Technical security support: Serve as the primary escalation point when Sales encounters security questions that cannot be resolved through existing resources. Research complex questions, coordinate with Information Security specialists when needed, and provide clear, timely responses that keep customer conversations moving.
Request triage and prioritization: Evaluate incoming security requests based on deal stage, urgency, strategic importance, and risk. Set priorities, communicate turnaround expectations, and involve security teammates only when their expertise is required, protecting the team's broader program commitments.
Customer-facing security conversations: Join pre-sales and customer calls alongside Sales and Customer Engineering to explain Pendo's security, privacy, and compliance posture. Translate complex technical concepts into clear, credible answers for both technical stakeholders and executive decision-makers.
GTM training and enablement: Deliver regular enablement sessions that help customer-facing teams understand Pendo's security resources, documentation, and escalation processes. Equip teams to answer common questions independently and recognize when additional security expertise is needed.
Strategic questionnaire escalations: Own escalations involving security questionnaires with significant urgency or strategic importance. Coordinate accurate, complete responses and engage the appropriate security stakeholders to address outstanding customer concerns.
What they're looking for
- Deal blocker resolution: Investigate customer concerns involving security, integrations, deployment models, and data privacy. Work with internal stakeholders to resolve technical objections and escalate genuine product gaps to the CISO, Engineering, and Product leadership.
- Self-service knowledge management: Identify recurring customer questions and turn them into reusable answers, improved security documentation, and practical sales enablement materials. Continuously improve the answer library and training resources to reduce repetitive requests to the Information Security team.
- Cross-functional partnership: Partner with Sales, Customer Engineering, and Product to maintain consistent, accurate security messaging throughout the customer journey. Help customer-facing teams communicate Pendo's capabilities and security posture with confidence.
- Responsible AI adoption: Apply AI tools to accelerate questionnaire responses, documentation, and security enablement workflows. Validate the accuracy of AI-assisted outputs and ensure appropriate data handling before information is shared with customers.
