Sr. Customer Engineer, Enterprise

Pendo.io is a company focused on improving society's experience with software, and they are seeking a Senior Customer Engineer to own strategic and complex Enterprise accounts. This role involves leading technical strategy for deployments, resolving customer challenges, and driving retention and expansion through collaboration with account teams.

Responsibilities:

• Partner with Account Directors on pre-sales motions for new customer acquisition, product expansion, and expansion across lines of business
• Identify customer pain, craft and deliver tailored demos, and lead technical evaluations through requirements gathering, success criteria, installation guidance, and hands-on workshops
• Lead onboarding for strategic customers, including planning, implementation, integrations, and training
• Build customer-specific implementation playbooks, guide complex deployments with executive visibility, and ensure customers realize value during onboarding and over time
• Identify opportunities to expand adoption across underutilized features, untapped products, and new lines of business
• When adoption stalls, diagnose root causes, design a path forward, and connect technical work to measurable business outcomes
• Serve as an escalation point for complex technical challenges raised by other Customer Engineers
• Resolve ambiguous problems with multiple variables and tradeoffs, involving Product or Engineering only when truly needed
• Build playbooks, document repeatable fixes, coach peers, and improve how Customer Engineering work gets done across the team
• Use AI tools to accelerate content creation, surface patterns across accounts, and share practical workflow findings with the broader team
• Assess account health, risks, stakeholder relationships, and the highest-priority problems to solve within your portfolio
• Establish trust with Account Directors and customer stakeholders, then independently lead complex customer interactions that move accounts forward
• Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts
• Contribute reusable frameworks, playbooks, or processes that other Customer Engineers use and become a trusted advisor to Account Directors on account health and technical strategy

Requirements:

• 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
• 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