At a Glance
- Tasks: Lead technical strategy for major Enterprise accounts and drive customer success.
- Company: Join Pendo, a forward-thinking tech company focused on enhancing software experiences.
- Benefits: Enjoy competitive salary, comprehensive benefits, equity options, and lifestyle perks.
- Other info: Hybrid work culture with opportunities for career growth and mentorship.
- Why this job: Make a real impact by connecting technical execution to business outcomes.
- Qualifications: 8+ years in customer-facing technical roles with strong web tech skills.
The predicted salary is between 70000 - 90000 £ per year.
The Team & The Role
Pendo’s Customer Engineering team is the technical backbone of the pre- and post-sales customer motion. The team brings together work across Customer Success, Technical Account Management, and Solutions Engineering into one full-lifecycle technical owner. Customer Engineering helps customers connect technical execution to business outcomes and realise the value of their investment in Pendo. As a Senior Customer Engineer II you will own some of our largest Enterprise Accounts Across the UK+EMEA. You’ll own strategic and complex Enterprise accounts across acquisition, implementation, adoption, expansion, and escalation. You will lead technical strategy for complex deployments, resolve ambiguous customer challenges, and partner closely with account teams to drive retention, expansion, and customer value. Your impact will extend beyond your own accounts through playbooks, coaching, repeatable fixes, and workflow improvements that raise the capability of the broader Customer Engineering team. This role is based in our London office.
What this looks like day-to-day
- 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. You 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. You contribute at least one reusable framework, playbook, or process that other Customer Engineers use and become a trusted advisor to Account Directors on account health and technical strategy.
- Adoption, expansion, and growth: Identify opportunities to expand adoption across underutilised features, untapped products, and new lines of business. When adoption stalls, you diagnose root causes, design a path forward, and connect technical work to measurable business outcomes.
- Complex implementations and value realisation: Lead onboarding for strategic customers, including planning, implementation, integrations, and training. You build customer-specific implementation playbooks, guide complex deployments with executive visibility, and ensure customers realise value during onboarding and over time.
- Team capability building: Build playbooks, document repeatable fixes, coach peers, and improve how Customer Engineering work gets done across the team. You use AI tools to accelerate content creation, surface patterns across accounts, and share practical workflow findings with the broader team.
- Early account impact: Assess account health, risks, stakeholder relationships, and the highest-priority problems to solve within your portfolio. You establish trust with Account Directors and customer stakeholders, then independently lead complex customer interactions that move accounts forward.
- Technical escalation: Serve as an escalation point for complex technical challenges raised by other Customer Engineers. You resolve ambiguous problems with multiple variables and tradeoffs, involving Product or Engineering only when truly needed.
Who You Are
Beyond the qualifications, we hire through a specific lens. These aren't buzzwords; they're the things we'll actually look for in how you talk about your work.
- You’re a builder, not a maintainer. You’re most energised when there isn’t a clear path yet, and you get to define it. You don’t wait for direction; you identify gaps, shape solutions, and drive them forward. At Pendo, great Senior Customer Engineers don’t just follow instructions; they operate as strategic advisors, influencing decisions, guiding stakeholders, and elevating how we work.
- You’re AI-curious—genuinely. You’re not using AI tools occasionally. You’re rewiring how you work around them. You’re faster, sharper, and more prolific because of it, and you bring that energy to everything—how you approach your work, how you prep, how you communicate, how you think. We want someone who sees AI as a multiplier, not a shortcut.
Must-haves
- Passion for working with customers and building strong and impactful customer relationships, from C-level relationships down, and working with some of the largest Enterprise accounts across EMEA.
- 8+ years of experience in a customer-facing technical role such as 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, with the ability to architect and troubleshoot complex front-end implementations.
- Proven experience managing strategic Enterprise accounts with executive-level stakeholders, competing priorities, and complex technical or business requirements.
- Demonstrated ability to solve ambiguous problems involving multiple variables, constraints, and tradeoffs.
- Experience connecting technical execution to business outcomes such as retention, expansion, ROI, and value realisation.
- Hands-on use of AI tools for account research, content creation, or workflow automation, with demonstrated integration into day-to-day work rather than light experimentation.
- Experience mentoring or coaching more junior technical team members.
Nice-to-haves
- Experience with Pendo, digital adoption platforms, product analytics, or in-app experience tooling in an enterprise environment.
- Hands-on experience with mobile app development, including Swift, Android, or React Native.
- Familiarity with data architecture, AI or machine learning concepts, or advanced analytics instrumentation.
- Track record of building reusable frameworks, playbooks, or processes that were adopted by a broader team.
Location
Pendo is a hybrid culture. In-office 3 days per week in London, UK.
Compensation
Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.
Benefits
Comprehensive, top-tier coverage (medical, dental, life) combined with pension match, equity, and high-value lifestyle perks.
EEOC
We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.
Accessibility
Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require an accommodation for any part of the recruitment process, please send a request to: All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.
About Pendo
Pendo was founded in 2013 by former product managers, with a mission to improve society’s experience with software.
Senior Enterprise Customer Engineer — Pre & Post-Sales in London employer: Pendo.io
Pendo is an exceptional employer that fosters a dynamic and inclusive work culture, particularly in our London office where collaboration thrives. We offer comprehensive benefits, including top-tier medical coverage, pension matching, and equity options, alongside ample opportunities for professional growth and mentorship within a supportive team environment. As a Senior Enterprise Customer Engineer, you will not only drive impactful customer relationships but also contribute to innovative solutions that shape the future of our Customer Engineering team.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Enterprise Customer Engineer — Pre & Post-Sales in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Pendo or similar companies. A friendly chat can lead to valuable insights and even referrals that could get your foot in the door.
✨Tip Number 2
Prepare for interviews by diving deep into Pendo’s products and services. Understand how they connect technical execution to business outcomes. This will help you showcase your expertise and demonstrate how you can add value to their team.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss past experiences where you tackled complex challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them memorable.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression. Mention something specific from your conversation to remind them of your fit for the role and your enthusiasm for joining Pendo.
We think you need these skills to ace Senior Enterprise Customer Engineer — Pre & Post-Sales in London
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for working with customers shine through. We want to see how you build strong relationships and drive value for clients, especially in complex environments.
Be Specific About Your Experience:Highlight your relevant experience in customer-facing technical roles. We’re looking for details on how you've managed strategic accounts and tackled ambiguous challenges, so don’t hold back on the specifics!
Demonstrate Your AI Curiosity:Since we value AI-driven approaches, share how you’ve integrated AI tools into your work. Show us how these tools have made you more efficient and effective in your role.
Tailor Your Application:Make sure your application speaks directly to the job description. Use similar language and focus on the skills and experiences that align with what we’re looking for. And remember, applying through our website is the best way to get noticed!
How to prepare for a job interview at Pendo.io
✨Know Your Tech Inside Out
As a Senior Enterprise Customer Engineer, you'll need to demonstrate your deep understanding of web technologies like HTML, CSS, JavaScript, and REST APIs. Brush up on these skills and be ready to discuss how you've used them in past roles, especially in complex implementations.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled ambiguous problems in previous positions. Think about situations where you had to navigate competing priorities or complex technical requirements, and be ready to explain your thought process and the outcomes.
✨Demonstrate Your Customer-Centric Approach
Pendo values strong customer relationships, so come prepared with stories that highlight your passion for working with clients. Discuss how you've built trust with C-level stakeholders and contributed to their success through tailored solutions.
✨Embrace AI as a Game Changer
Since Pendo is looking for someone who is AI-curious, be ready to talk about how you've integrated AI tools into your workflow. Share specific examples of how these tools have enhanced your efficiency and effectiveness in previous roles.
