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Sr. Customer Engineer

Pendo· Customer Engineering
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Hybrid (London, UK)Full-timePosted 1w ago

About the role

Senior Customer Engineer responsible for strategic and complex Enterprise accounts across acquisition, implementation, adoption, expansion, and escalation. Leads technical strategy for deployments, drives retention and value realization, and contributes to team capability through playbooks, coaching, and workflow improvements. Role based in London, UK.

Responsibilities

  • New customer acquisition and selling: Partner with Account Directors on pre-sales motions for new customer acquisition, product expansion, and growth; identify customer pain, craft and deliver tailored demos, lead technical evaluations, and coordinate requirements gathering, success criteria, installation guidance, and workshops.
  • Quarterly business outcomes: Drive measurable improvement in customer health, retention, expansion, and technical resolution; contribute at least one reusable framework, playbook, or process that other Customer Engineers use; 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 of stalls and design paths forward.
  • Complex implementations and value realization: Lead onboarding for strategic customers, including planning, implementation, integrations, and training; develop customer-specific implementation playbooks; guide complex deployments with executive visibility; ensure value realization.
  • Team capability building: Build playbooks, document repeatable fixes, coach peers, and improve team workflow; leverage AI tools to accelerate content creation and surface patterns.
  • Early account impact: Assess account health, risks, stakeholder relationships, and high-priority problems; establish trust with Account Directors and stakeholders; independently lead complex customer interactions to move accounts forward.
  • 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 with 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, integrated into day-to-day work.
  • Experience mentoring or coaching junior technical team members.

Skills

Required:Customer relationship managementTechnical leadership and strategyFront-end web technologiesAccount management at Enterprise levelAI tools in workflows

Benefits

  • Comprehensive, top-tier medical, dental, life insurance; pension match; equity; lifestyle perks.
Last updated Oct 21, 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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