Customer Success Engineer

Pendo Systems • Raleigh, NC

3d

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed