Customer Success Engineer

As part of our global Customer Experience team, the Customer Success Engineer (CSE) plays a pivotal role in engaging with a diverse customer base through 1:1 interactions and group sessions. The CSE serves as a technical resource, providing specialized technical enablement for unique use cases. In collaboration with Customer Growth Managers and Customer Success Managers, the CSE helps customers maximize the value of the Pendo product, ensuring it meets their specific needs.

Our Customer Success Engineers possess a deep technical understanding of our customers' requirements and are instrumental in guiding positive customer experiences and satisfaction. At Pendo, CSEs are esteemed as technical advisors to our customers and business partners and are recognized as experts in Pendo's technology.

Role Responsibilities

• Provide high-level technical overviews of specific areas of the product, such as data out strategies such as the API and webhooks to enhance customer understanding and usage

• Respond to customer requests regarding technical aspects of the Pendo product via tickets and Zoom calls

• Proactively discuss potential subscription setups or installation changes with customers to identify and mitigate potential issues before they arise

• Guidance on advanced tagging or guide workflows, ensuring customers can leverage these features to their full potential

• Assist with at-risk customers by troubleshooting unclear technical issues and coordinating with appropriate Pendo teams for long-term support solutions

• Collaborate with Customer Growth Managers to lead technical training sessions and workshops for customers to deepen their understanding of the Pendo platform

• Create and maintain technical documentation, FAQs, and best practices to assist customers in resolving common technical issues independently

• Gather and communicate customer feedback and themes to the Product and Leadership team to help improve processes or the roadmap

Minimum Qualifications

• 1+ year of professional experience in JavaScript, HTML, CSS and/or Mobile Development

• 1+ year of Customer-facing experience

• Comfortable in delivering effective training sessions to large audiences, ensuring clarity and engagement from a diverse audience.

• Ability to interact with customer teams at various levels of technical and non-technical depth, and across multiple levels from end users through senior-level stakeholders.

• Experience working with cross-functional teams and communicating common customer behaviors to the sales, marketing, and product teams.

• Undergraduate degree or equivalent practical experience

Preferred Qualifications

• Proven ability to learn complex SaaS products and optimal technical configurations to support customer's ROI.

• Ability to manage multiple projects simultaneously while maintaining strict attention to detail.

• Advises on REST APIs and how data moves between different systems (ETL, BI tools, etc.)

• Adept at managing direct and complex interactions with customers, addressing concerns, and maintaining positive relationships.

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 base salary range for this role in the following location is:

Raleigh, NC: $84,000 - $105,000

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.