Customer Success Engineer

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