Requirements & tools
Pendo
The Senior Customer Engineer at Pendo owns strategic and complex Enterprise accounts across the full customer lifecycle. Responsibilities span: new customer acquisition and selling (partnering with Account Directors on pre-sales motions, identifying customer pain, crafting tailored demos, leading technical evaluations through requirements gathering, success criteria, installation guidance, and hands-on workshops); complex implementations and value realization (leading onboarding for strategic customers including planning, implementation, integrations, training; building customer-specific implementation playbooks; ensuring customers realize value during onboarding and over time); adoption, expansion, and growth (identifying opportunities to expand adoption across underutilized features, untapped products, and new lines of business; diagnosing root causes when adoption stalls); technical escalation (serving as escalation point for complex technical challenges raised by other Customer Engineers, resolving ambiguous problems involving Product or Engineering when needed); and team capability building (building playbooks, documenting repeatable fixes, coaching peers, using AI tools to accelerate content creation). Required: 5+ years in technical customer-facing roles spanning pre-sales and post-sales (SE, TAM, CSM with technical depth, Solutions Architect); strong product analytics fluency; comfort with full-lifecycle account ownership. Compensation: $193,000-$241,000 OTE.
Role context
Senior Customer Engineers at product experience platforms serve as full-lifecycle technical owners — bringing together work historically split across Customer Success, Technical Account Management, and Solutions Engineering into one integrated role. At Pendo, this role owns strategic and complex Enterprise accounts across acquisition, implementation, adoption, expansion, and escalation. Customer Engineers help customers connect technical execution to business outcomes and realize value from their Pendo investment. The role’s impact extends beyond owned accounts through playbooks, coaching, repeatable fixes, and workflow improvements that raise the broader team’s capability. Remote role supporting East Coast territory. Compensation $193,000-$241,000 OTE based on geography and experience.
Quick facts
Frequently Asked Questions
How does Pendo's Customer Engineer role differ from traditional Customer Success Manager?
Customer Success Managers typically focus on relationship management, renewals, and high-level commercial strategy. Pendo's Customer Engineering integrates CS, TAM, and Solutions Engineering into one technically deep, full-lifecycle role. The expectation: own strategic accounts end-to-end — from pre-sales technical evaluation through implementation, adoption, expansion, and escalation. This requires both customer relationship skills and deep product technical expertise. The role is less about renewal forecasting and more about technical execution that drives business outcomes.
What is the typical territory size for Senior Customer Engineers at Pendo?
Senior Customer Engineers at Pendo typically own 8-15 strategic enterprise accounts across an East Coast territory. The mix includes 3-5 acquisition-stage prospects (active pre-sales), 5-8 implementation/early-adoption accounts (post-sales technical onboarding), and 2-4 mature expansion accounts (driving feature adoption and ARR growth). Total weekly engagement averages 30-35 hours on accounts, with the remainder on internal escalations, playbook development, and team coaching.
Does this Pendo role require East Coast residence?
Yes — the role explicitly supports an East Coast territory, so candidates should live in NYC, Stamford CT, Jersey City NJ, Philadelphia PA, or remote East Coast time zone locations. Customer relationships and timezone-aligned working hours are important; West Coast or international candidates would face significant scheduling challenges. Pendo provides flexibility on specific home location within the East Coast region.