Customer Success Engineer

Overview

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 customer success manager, providing specialised technical enablement for unique use cases. In collaboration with our Customer Success team, the CSE helps customers maximise 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.

Responsibilities (what you'll do)

- Provide high-level technical overviews of specific areas of the product to enhance customer understanding and usage.
- Respond to customer requests regarding technical aspects of the Pendo product via tickets and Zoom calls.
- Guide customers through complex issues, coordinating internal teams when necessary to resolve technical roadblocks.
- Proactively discuss potential subscription setups or installation changes with customers to identify and mitigate potential issues before they arise.
- Provide guidance on advanced tagging or guide workflows, ensuring customers can leverage these features to their full potential.
- Partner cross-functionally with Sales, Product, and Engineering to align customer needs with roadmap, value delivery, and future innovation.
- Co-develop Success Plans that tie product usage to customer outcomes, including usage insights, business reviews, and feedback loops.
- Assist with at-risk customers by troubleshooting unclear technical issues and coordinating with appropriate Pendo teams for long-term support solutions.
- Collaborate with Customer Success 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

- 3+ years in a customer-facing role within a SaaS or technical product environment such as Customer Success Engineer, Solution Architect, or Technical Account Manager
- Strong familiarity with REST APIs, data flows, and integration into BI tools or third-party platforms
- Proven ability to manage multiple priorities and navigate ambiguity in enterprise environments
- Confidence presenting to both technical stakeholders and business decision-makers, from end users to C-level executives
- Ability to build strong customer relationships based on trust, outcomes, and technical credibility

Preferred Qualifications/Skills

- 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.
- Exceptional communication and presentation skills (both written and verbal)

Hybrid Work Location

This is a hybrid position, working Tuesday - Thursday from our office in Sydney.

This position offers an excellent opportunity to gain experience in a fast-paced software startup, contributing to the growth of product teams and customer experience teams around the world.

The APAC team at Pendo is a vibrant, close-knit group passionate about helping customers thrive through better product experiences. We’re growing fast across Australia, New Zealand, and Asia, partnering with some of the most innovative companies in the region—from high-growth startups to established enterprises.

What makes our team special is the balance we strike between autonomy and collaboration: we move with entrepreneurial energy, but always support one another with a strong sense of camaraderie and shared purpose. We’re united by a deep belief in Pendo’s mission and take pride in helping organisations onboard users faster, drive meaningful adoption, and deliver measurable impact. If you’re excited by the idea of building something meaningful in a high-growth, people-first environment, you’ll feel right at home here.

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. 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.

Why Join Pendo

Pendo is on a mission to improve society’s experience with software. Our platform helps product teams create software users love by combining analytics, in-app guidance, feedback, and more, all in one platform.

You’ll work alongside passionate, collaborative, and forward-thinking people, helping some of the most innovative companies in the world drive real results through better product experiences.

We are an AI-aware company; your application will be reviewed by a human on our team who values the time and care you put into applying.

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