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Senior Pre- & Post-Sales Customer Engineer, Enterprise

Pendo· Customer Engineering
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Hybrid (London)full-timePosted 1w ago

About the role

Senior Customer Engineer role within Pendo's Customer Engineering team, owning strategic and complex Enterprise accounts across the full lifecycle from pre-sale to post-sale, driving adoption, expansion, and value realization, and contributing to team capability through playbooks and automation.

Responsibilities

  • 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. 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. Contribute at least one reusable framework, playbook, or process used by other Customer Engineers; advise 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; diagnose root causes when adoption stalls and design a path forward.
  • Complex implementations and value realization: Lead onboarding for strategic customers, including planning, implementation, integrations, and training; build implementation playbooks, guide complex deployments with executive visibility, ensure value realization.
  • Team capability building: Build playbooks, document repeatable fixes, coach peers, improve team processes; use AI tools to accelerate content creation and surface patterns.
  • Early account impact: Assess account health, risks, stakeholder relationships, and priority problems; establish trust with Account Directors and stakeholders; independently lead complex customer interactions.
  • Technical escalation: Serve as escalation point for complex technical challenges; resolve ambiguous problems with multiple variables; involve Product or Engineering when needed.

Qualifications

  • 5 to 8 years of experience in a customer-facing technical role (e.g., 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; ability to architect and troubleshoot complex front-end implementations.
  • Proven experience managing strategic Enterprise accounts with executive-level stakeholders and complex requirements.
  • Demonstrated ability to solve ambiguous problems involving multiple variables, constraints, and tradeoffs.
  • Experience connecting technical execution to business outcomes (retention, expansion, ROI, value realization).
  • Hands-on use of AI tools for account research, content creation, or workflow automation; demonstrated integration into day-to-day work.
  • Experience mentoring or coaching junior technical team members.

Skills

Required:Customer relationship managementPre-sales and post-sales technical leadershipWeb technologies

Benefits

  • Comprehensive, top-tier medical, dental, and life insurance.
  • Pension match.
  • Equity.
  • High-value lifestyle perks.
Last updated Oct 14, 2026. Interested? Apply on the company site.
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About Pendo

Product Experience & Analytics Platform | Pendo

AI-powered platform that improves how everyone uses software. Product analytics, in-app guides, churn prediction, and agent performance—unified by Pendo AI.

product analyticscustomer successuser onboardingin-app guidessession replayNPSfeedbackdigital adoption
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