Customer Success Engineer, Commercial

Customer Success Engineers (CSEs) at Pendo provide scalable, ticket-based support by resolving technical, best practice, and how-to questions across a broad customer base. Typically, a CSE moves on once the immediate issue has been addressed.

This particular CSE role, however, is designed to operate differently. Rather than responding reactively to tickets, this CSE will play an active role in churn prevention for our sub-$100K customer segment. When a customer is flagged as “at risk,” this person will step in to investigate, identify the underlying issues (often technical or related to product setup), and remain engaged until those issues are resolved, typically over a 4–6 week period.

The goal isn’t to function as a full-fledged CSM or TAM, but rather to serve as a bridge between Sales and Success. This role fills a critical gap where deeper product knowledge, technical investigation, and structured problem-solving are required. By taking ownership of these high-leverage customer scenarios, this CSE allows Sales to focus on pipeline and revenue generation while helping to ensure we don’t lose customers due to solvable product experience issues.

Why this role matters

Pendo is committed to providing a high-quality experience for every customer, regardless of their contract size. This role ensures our <$100K accounts get access to timely, informed help, without requiring full-scale engagement from CSMs or TAMs. It’s a critical part of our scaled success strategy, helping us drive adoption, satisfaction, and renewals more efficiently and sustainably.

Role responsibilities 

• Deliver prompt, professional, and actionable responses to incoming customer questions
• Complete short-term engagements to support a specific use case, solve a technical need and/or work through activities to de-risk accounts (e.g., 4-6 weeks)
• Run targeted, proactive outreach campaigns focused on driving product adoption
• Provide best-practice guidance that helps customers achieve their technical goals—delivering both practical enablement and outcome-oriented recommendations
• Contribute to broader team initiatives designed to clear blockers and promote ongoing adoption across the sub $100K customer base
• Stay current on Pendo's product and evolving industry trends
• Collaborate closely with teams such as Support, Customer Success, and Sales to provide customers with a cohesive, end-to-end experience
• Serve as a Technical Account Manager (TAM) for customers during trials, as needed
• Use AI tools to increase efficiency and scale 

How you’ll be measured

• Number of at-risk accounts renewed 
• Number of customer engagements
• Number of customer tickets resolved
• CSAT

Minimum qualifications

• 3+ years experience in a customer-facing technical role (e.g., technical account management, support) 
• 3+ years experience with foundational web technologies such as HTML, CSS, and JavaScript; familiar with mobile SDKs
• Strong understanding of software development and API integrations
• Strong communicator, capable of translating technical concepts into clear, accessible language for non-technical audiences
• Analytical, detail-oriented, and naturally curious; driven by problem-solving and eager to learn new technologies and tools
• Confident setting clear expectations and thoughtfully challenging assumptions when needed
• Passionate about helping customers succeed and delivering excellent service
• Organized and efficient; able to manage a high volume of requests and prioritize 
• Able to work independently to quickly address and solve complex technical problems

Preferred qualifications

• Pendo Essentials certified
• Pendo Admin certified
• Familiarity with AI assistants, prompt engineering, or experience using generative AI tools in customer-facing or technical workflows
• Experience in roles such as Technical Support, Technical Account Management, Technical Consulting, Product Management, or Solution Architecture
• Hands-on experience using Pendo in a current or past role

Pendo Description:

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success.  Our mission is to improve society's experience with software.

Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.

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: accommodation@pendo.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

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.

The expected salary range for this role to be performed in Raleigh, NC $85,700 - $107,100

Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.