Sr Customer Engineer - Presales & Post Sales

From the company's job description

The Team + The Role

Pendo’s Customer Engineering team is the technical backbone of the  pre- and post-sales customer motion.

The team brings together work across Customer Success, Technical Account Management, and Solutions Engineering into one full-lifecycle technical owner. Customer Engineering helps customers connect technical execution to business outcomes and realize the value of their investment in Pendo.

As a  Senior Customer Engineer   you will own strategic and complex Enterprise accounts across acquisition, implementation, adoption, expansion, and escalation. You will lead technical strategy for complex deployments, resolve ambiguous customer challenges, and partner closely with account teams to drive retention, expansion, and customer value. Your impact will extend beyond your own accounts through playbooks, coaching, repeatable fixes, and workflow improvements that raise the capability of the broader Customer Engineering team.

This role is based in our  London office.

What this looks like day-to-day

• New customer acquisition and selling:  Partner with Account Directors on  pre-sales  motions for  new customer acquisition, product expansion, and growth across lines of business.  You identify customer pain, craft and deliver tailored demos, and lead technical evaluations through requirements gathering, success criteria, installation guidance, and hands-on workshops.

• Quarterly business outcomes:  Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts. You contribute at least one reusable framework, playbook, or process that other Customer Engineers use and become a trusted advisor to Account Directors on account health and technical strategy.

• Adoption, expansion, and growth:  Identify opportunities to  expand adoption  across underutilized features, untapped products, and new lines of business. When adoption stalls, you diagnose root causes, design a path forward, and connect technical work to measurable business outcomes.

• Complex implementations and value realization:  Lead onboarding for strategic customers, including planning, implementation, integrations, and training. You build customer-specific implementation playbooks, guide complex deployments with executive visibility, and ensure customers realize value during onboarding and over time.

• Team capability building:  Build playbooks, document repeatable fixes, coach peers, and improve how Customer Engineering work gets done across the team. You use AI tools to accelerate content creation, surface patterns across accounts, and share practical workflow findings with the broader team.

• Early account impact:  Assess account health, risks, stakeholder relationships, and the highest-priority problems to solve within your portfolio. You establish trust with Account Directors and customer stakeholders, then independently lead complex customer interactions that move accounts forward.

• Technical escalation:  Serve as an escalation point for complex technical challenges raised by other Customer Engineers. You resolve ambiguous problems with multiple variables and tradeoffs, involving Product or Engineering only when truly needed.

Who You Are

Beyond the qualifications, we hire through a specific lens. These aren't buzzwords; they're the things we'll actually look for in how you talk about your work.

You're a builder, not a maintainer. You're most energized when there isn't a clear path yet, and you get to define it. You don't wait for direction; you identify gaps, shape solutions, and drive them forward. At Pendo, great Senior Customer Engineers don't just follow instructions; they operate as strategic advisors, influencing decisions, guiding stakeholders, and elevating how we work.

You're AI-curious - genuinely. You're not using AI tools occasionally. You're rewiring how you work around them. You're faster, sharper, and more prolific because of it, and you bring that energy to everything — how you approach your work, how you prep, how you communicate, how you think. We want someone who sees AI as a multiplier, not a shortcut.

Must-haves

• Passion for working with customers and building strong and impactful customer relationships

• 5 to 8 years of experience in a customer-facing technical role such as Solutions Engineering, Technical Account Management, Customer Engineering, implementation, professional services, or solutions architecture.

• Deep hands-on experience with web technologies including HTML, CSS, JavaScript, and REST APIs, with the ability to architect and troubleshoot complex front-end implementations.

• Proven experience managing strategic Enterprise accounts with executive-level stakeholders, competing priorities, and complex technical or business requirements.

• Demonstrated ability to solve ambiguous problems involving multiple variables, constraints, and tradeoffs.

• Experience connecting technical execution to business outcomes such as retention, expansion, ROI, and value realization.

• Hands-on use of AI tools for account research, content creation, or workflow automation, with demonstrated integration into day-to-day work rather than light experimentation.

• Experience mentoring or coaching more junior technical team members.

Nice-to-haves

• Experience with Pendo, digital adoption platforms, product analytics, or in-app experience tooling in an enterprise environment.

• Hands-on experience with mobile app development, including Swift, Android, or React Native.

• Familiarity with data architecture, AI or machine learning concepts, or advanced analytics instrumentation.

• Track record of building reusable frameworks, playbooks, or processes that were adopted by a broader team.

About Pendo

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.

Pendo Core Values:  Bias to Act, Hone Your Craft, The Team is Pendo, and Maniacal Focus.

Location: Pendo is a hybrid culture. In-office 3 days per week in London, UK

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.

Benefits: Comprehensive, top-tier coverage (medical, dental, life) combined with pension match, equity, and high-value lifestyle perks.

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 an accommodation 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.

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