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Pendo's Customer Engineering team is the technical backbone of pre- and post-sales customer motion, combining work historically spread across Customer Success, Technical Account Management, and Solutions Engineering. As a Senior Customer Engineer, you will own strategic and complex Enterprise accounts across the full lifecycle: 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 extends beyond your own accounts through playbooks, coaching, repeatable fixes, and workflow improvements that raise the capability of the broader Customer Engineering team.
Day-to-day responsibilities include partnering with Account Directors on pre-sales motions for new customer acquisition, product expansion, and growth across lines of business. You will identify customer pain, craft and deliver tailored demos, and lead technical evaluations through requirements gathering, success criteria, installation guidance, and hands-on workshops.
You will drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts, contributing at least one reusable framework, playbook, or process that other Customer Engineers use. You will identify opportunities to expand adoption across underutilized features, untapped products, and new lines of business, diagnosing root causes when adoption stalls and designing paths forward.
Leading onboarding for strategic customers is a core responsibility, including planning, implementation, integrations, and training. You will build customer-specific implementation playbooks, guide complex deployments with executive visibility, and ensure customers realize value during onboarding and over time.
You will build playbooks, document repeatable fixes, coach peers, and improve how Customer Engineering work gets done across the team, using AI tools to accelerate content creation and surface patterns across accounts. You will assess account health, risks, stakeholder relationships, and highest-priority problems within your portfolio, establishing trust with Account Directors and customer stakeholders while independently leading complex customer interactions.
Serving as an escalation point for complex technical challenges raised by other Customer Engineers, you will resolve ambiguous problems with multiple variables and tradeoffs, involving Product or Engineering only when truly needed.
The ideal candidate is a builder, not a maintainer—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. You are genuinely AI-curious, rewiring how you work around AI tools to be faster, sharper, and more prolific. You see AI as a multiplier, not a shortcut.
