• 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 46 week period
• The goal isnt 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 dont lose customers due to solvable product experience issues
• 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 goalsdelivering 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 Pendos 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

• Number of at-risk accounts renewed
• 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

Accessibility

Debugging,Remote Access Software,IT Service Management,IOS,Multithreading,VPN,Neo4j,FISMA,SSO,Github,Google Suite,Troubleshooting

• 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 $85700 - $107100

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 Monthly Salary Salary : 85700 - 107100