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Salary: USD 193,393 - 241,742 / annual
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.
Your day-to-day responsibilities include:
**New Customer Acquisition & Selling**: Partner with Account Directors on pre-sales motions for new customer acquisition and expansion. You identify customer pain points, craft and deliver tailored demos, and lead technical evaluations through requirements gathering, success criteria, installation guidance, and hands-on workshops.
**Complex Implementations & 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 and after onboarding.
**Adoption, Expansion & 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.
**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 necessary.
**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.
**Account Health & Impact**: Assess account health, risks, stakeholder relationships, and highest-priority problems within your portfolio. You establish trust with Account Directors and customer stakeholders, then independently lead complex customer interactions that move accounts forward.
**Quarterly Business Outcomes**: Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts. You contribute reusable frameworks, playbooks, or processes that other Customer Engineers use and become a trusted advisor on account health and technical strategy.
Pendo is looking for builders, not maintainers—people energized by ambiguity who define paths forward without waiting for direction. You should be 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.
**Requirements:**
- 5 to 8 years of experience in a customer-facing technical role such as Sales Engineering, 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
