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About the Role

As a Senior Customer Engineer II, you will own strategic and complex Enterprise accounts across the UK and EMEA, managing the full lifecycle from acquisition to escalation. You will lead technical strategy, resolve customer challenges, and partner with account teams to drive retention, expansion, and value realization. Your impact will extend to improving the broader Customer Engineering team's capabilities through playbooks, coaching, and process improvements.

Responsibilities

Partner with Account Directors on pre-sales motions for new customer acquisition, product expansion, and growth.
Identify customer pain points and craft tailored demos.
Lead technical evaluations through requirements gathering, success criteria definition, installation guidance, and hands-on workshops.
Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts.
Contribute at least one reusable framework, playbook, or process for other Customer Engineers.
Serve as a trusted advisor to Account Directors on account health and technical strategy.
Identify opportunities to expand adoption of underutilized features, untapped products, and new lines of business.
Diagnose root causes when adoption stalls and design a path forward.
Connect technical work to measurable business outcomes.
Lead onboarding for strategic customers, including planning, implementation, integrations, and training.
Build customer-specific implementation playbooks.
Guide complex deployments with executive visibility.
Ensure customers realize value during onboarding and over time.
Build playbooks, document repeatable fixes, and coach peers.
Improve how Customer Engineering work gets done across the team.
Use AI tools to accelerate content creation, surface patterns across accounts, and share workflow findings.
Assess account health, risks, stakeholder relationships, and high-priority problems within your portfolio.
Establish trust with Account Directors and customer stakeholders.
Independently lead complex customer interactions that move accounts forward.
Serve as an escalation point for complex technical challenges raised by other Customer Engineers.
Resolve ambiguous problems with multiple variables and tradeoffs.
Involve Product or Engineering only when truly needed.

Requirements

Passion for working with customers and building strong, impactful customer relationships, from C-level down.
Experience working with large Enterprise accounts across EMEA.
8+ years of experience in a customer-facing technical role (e.g., 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.
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 (e.g., retention, expansion, ROI, value realization).
Hands-on use of AI tools for account research, content creation, or workflow automation, integrated into day-to-day work.
Experience mentoring or coaching more junior technical team members.

Skills

HTML
CSS
JavaScript
REST APIs
AI tools for account research
AI tools for content creation
AI tools for workflow automation

Location

London, UK

Work Type

Hybrid
In-office 3 days per week

Experience Level

Senior

Benefits

Comprehensive, top-tier coverage (medical, dental, life)
Pension match
Equity
High-value lifestyle perks

About the Company

Pendo was founded in 2013 by former product managers who wanted a simple way to understand and attack what truly drives product success.
Our mission is to improve society's experience with software.
Pendo Core Values: Bias to Act, Hone Your Craft, The Team is Pendo, and Maniacal Focus.

Equal Opportunity

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.
Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities.