Senior Pre- & Post-Sales Customer Engineer

Overview

As a Senior Customer Engineer at Pendo, you own strategic Enterprise accounts across acquisition, deployment, adoption, and expansion. You’ll steer technical strategy for complex deployments and collaborate with account teams to drive retention and value realization. Your work accelerates customer outcomes through reusable playbooks, coaching, and scalable workflows that uplift the broader Customer Engineering team. This role sits in London and blends hands-on technical leadership with cross-functional partnership to deliver business impact.

Pay / Benefits

• comprehensive health benefits (medical, dental, life)
• pension match
• equity
• lifestyle perks

Responsibilities

• Lead pre- and post-sales technical strategy for complex Enterprise deployments
• Partner with Account Directors on pre-sales motions for acquisition and growth
• Develop and apply reusable frameworks, playbooks, or processes to improve team capability
• Drive adoption, expansion, and measurable business outcomes for strategic accounts
• Oversee onboarding for strategic customers, including planning, implementation, integrations, and training
• Build customer-specific implementation playbooks and guide complex deployments with executive visibility
• Identify root causes for adoption stalls and design paths to realize business value
• Serve as escalation point for complex technical challenges and coordinate with Product/Engineering as needed
• Mentor and coach junior team members to improve overall team performance
• Utilize AI tools to accelerate content creation and surface patterns across accounts

Key requirements

• 5 to 8 years of experience in a customer-facing technical role
• Deep hands-on experience with HTML, CSS, JavaScript, and REST APIs
• Experience managing strategic Enterprise accounts with executive stakeholders
• Proven ability to solve ambiguous problems with multiple variables and tradeoffs
• Experience connecting technical execution to business outcomes (retention, expansion, ROI)
• Hands-on use of AI tools for account research, content creation, or workflow automation
• Experience mentoring or coaching junior technical team members

• strong customer relationship-building
• strategic advisory mindset
• ability to influence stakeholders and guide decisions
• HTML, CSS, JavaScript, REST APIs
• front-end architecture and troubleshooting of complex deployments
• AI tools integration into day-to-day workflows

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