Customer Engineer, Commercial

Pendo’s Customer Engineering team is the technical backbone of the company’s pre- and post-sales customer motion. The team supports growth by bringing technical ownership across the full customer lifecycle, from discovery and evaluation through implementation, adoption, retention, and expansion. As a Customer Engineer, you are the primary technical resource for a portfolio of Commercial accounts. You partner with Account Directors to own discovery, demos, onboarding, technical health, risk, and expansion strategy. You serve as a trusted technical advisor who helps customers drive outcomes with Pendo. This role is based in our Raleigh office. What this looks like day-to-day Customer acquisition: Partner with Account Directors to understand customer pain, business goals, and technical requirements. Craft and deliver demos, define success criteria, guide installation, and lead hands‑on technical evaluations and workshops. Technical discovery and implementation: Lead discovery conversations across product stacks, integration environments, and customer goals. Own onboarding for purchased modules, troubleshoot integrations, and answer technical questions related to APIs, data models, configuration, and front-end implementation. Adoption and value: Monitor usage signals, identify low adoption or configuration drift, and act before issues become escalations. Facilitate enablement workshops, support account health planning, and help customers measure and articulate the ROI of Pendo. Retention and expansion: Identify technical expansion paths in your portfolio and hand them to Account Directors with clear deployment plans and business rationale. Support growth opportunities by bringing a strong technical point of view on customer needs, readiness, and value. Risk ownership: Own the technical dimension of account risk, including champion turnover, integration issues, stalled rollouts, and technical blockers. Document risks in Salesforce, build mitigation plans with Account Directors, execute resolutions, and elevate to leadership when broader support is needed. Account operations: Maintain accurate account documentation in Salesforce and keep Account Directors informed on priorities, risks, and next steps. Use tools including Salesforce, Pendo admin, Gong, and AI workflows to support account research, call preparation, knowledge capture, and troubleshooting. Team contribution: Contribute to the Customer Engineering knowledge base, document fixes, share playbooks, and coach peers. Own outcomes beyond your portfolio by helping improve how the team works, scales, and solves recurring technical challenges. 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 energized 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 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 3 to 5 years of experience in a customer‑facing technical role such as Solutions Engineering, Technical Account Management, Customer Success Engineering, implementation, or professional services. Experience managing a portfolio of accounts with competing priorities, customer needs, technical workstreams, and commercial deadlines. Ability to explain technical concepts clearly to technical and non‑technical audiences, including customers, Account Directors, and internal stakeholders. Experience working in enterprise software and complex B2B customer environments. Active use of AI tools to accelerate workflows such as account research, call preparation, troubleshooting, and knowledge capture. Ability to operate effectively in a pod model by knowing when to lead, when to partner with an Account Director, and how to stay aligned across the customer lifecycle. Nice‑to‑haves Experience with Pendo, digital adoption platforms, product analytics, or in‑app experience tooling. Familiarity with product management, user experience, or digital transformation domains. Experience with data integration, event tracking, or analytics instrumentation. Track record of owning technical metrics such as adoption and implementation quality alongside commercial outcomes such as retention and expansion. Location: Pendo is a hybrid culture. In‑office 3 days per week unless designated remote. Compensation: The expected On‑Target Earnings (OTE) range for this role is USD $158,959 - $198,699, with a 70/30 base‑to‑variable compensation split. Benefits: Highly competitive, employer‑heavy coverage including $0 premium options, strong 401(k) match, equity, and flexible time off. 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: View email address on click.appcast.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law. #J-18808-Ljbffr