Senior Customer Engineer, Enterprise

🕒 May 4

🐊 Florida, North Carolina – Remote

🐊 Florida – Remote 🌲 North Carolina – Remote

💵 $193.4k - $241.7k / year

⏰ Full Time

🟠 Senior

🛠️ Implementation Specialist

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Pendo.io

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

☁️ SaaS

🏢 Enterprise

🤖 Artificial Intelligence

💰 $110M Secondary Market on 2021-11

SaaS • Enterprise • Artificial Intelligence

Pendo. io is an AI-powered product experience platform that helps companies improve software experiences for both customers and employees. It offers a suite of tools including product analytics, in-app guides, session replay, and user feedback to optimize digital adoption and drive user engagement. Pendo's platform is designed to enhance user experience, increase product-led growth, and streamline digital workplaces through personalized communications and insights. The platform is utilized by tech-savvy teams to efficiently onboard users and manage SaaS portfolios, all while providing strategic data insights for better decision-making.

📋 Description

• New customer acquisition and selling: Partner with Account Directors on pre-sales motions for new customer acquisition, product expansion, and expansion 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. • 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. • 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. • 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. • 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. • 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 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.

🏖️ Benefits

• Pendo offers highly competitive United States benefits, including employer-heavy coverage with $0 premium options • strong 401(k) match • equity • flexible time off.