Senior Pre- & Post-Sales Customer Engineer, Enterprise

As a Senior Customer Engineer at Pendo, you own strategic, complex Enterprise accounts across acquisition, onboarding, adoption, and expansion. You lead technical strategy for deployments, resolve challenges, and partner with account teams to drive retention and value realization. You’ll build repeatable playbooks and coaching to raise the team’s capability, with AI-powered content and workflow improvements. This role sits in London and offers impactful cross-functional influence.

• Comprehensive medical, dental, and life coverage
• Pension match
• Equity
• High-value lifestyle perks
• Hybrid London office (3 days/week)
• Competitive compensation framework

• Partner with Account Directors on pre-sales motions for new acquisition and expansion; identify customer pain, deliver tailored demos, and lead technical evaluations
• Drive quarterly outcomes by improving customer health, retention, expansion, and technical resolution; contribute reusable frameworks or playbooks
• Lead onboarding for strategic customers including planning, implementation, integrations, and training; create implementation playbooks and guide complex deployments
• Build team capability through playbooks, repeatable fixes, coaching, and sharing workflow findings; leverage AI tools for content creation and pattern surfacing
• Assess account health and risks, establish trust with stakeholders, and independently lead complex customer interactions to progress accounts
• Serve as a technical escalation point for complex challenges from other Customer Engineers, engaging Product/Engineering as needed

• 5 to 8 years in a customer-facing technical role (Solutions Engineering, Technical Account Management, Customer Engineering, implementations, or similar)
• Deep hands-on experience with HTML, CSS, JavaScript, and REST APIs; ability to architect and troubleshoot complex front-end deployments
• Proven experience managing strategic Enterprise accounts with executive stakeholders and competing priorities
• Ability to solve ambiguous problems with multiple variables and tradeoffs
• Experience linking technical work 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 integrated into daily work
• Experience mentoring or coaching junior technical team members

• Strong customer relationship building
• Strategic advisory mindset
• Proactive self-starter who defines paths and drives them
• Web technologies: HTML, CSS, JavaScript, REST APIs
• Complex frontend architecture and troubleshooting
• AI tool usage for automation and content creation