Senior Enterprise Customer Engineer — AI-Driven Strategy

Jackalope Digital LLC; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

Pendo is seeking a Senior Customer Engineer in London to own strategic Enterprise accounts and lead complex deployments. This hybrid role combines pre- and post-sales work, with a focus on driving measurable business outcomes and customer value.

You will build playbooks, coach peers, and use AI tools to accelerate content creation, while partnering with Account Directors to ensure adoption and expansion.

Qualifications

• 5 to 8 years in a customer-facing technical role such as Solutions Engineering, Technical Account Management, Customer Engineering, implementation, professional services, or solutions architecture.
• Hands-on experience with web technologies including HTML, CSS, JavaScript, and REST APIs.
• 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 such as retention, expansion, ROI, and value realization.
• Hands-on use of AI tools for account research, content creation, or workflow automation, with demonstrated integration into day-to-day work rather than light experimentation.
• Experience mentoring or coaching more junior technical team members.

Responsibilities

• New customer acquisition and selling: Partner with Account Directors on pre-sales motions for new customer acquisition, product expansion, and growth across lines of business.
• Quarterly business outcomes: Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts.
• Adoption, expansion, and growth: Identify opportunities to expand adoption across underutilized features, untapped products, and new lines of business.
• Complex implementations and value realization: Lead onboarding for strategic customers, including planning, implementation, integrations, and training.
• Team capability building: Build playbooks, document repeatable fixes, coach peers, and improve how Customer Engineering work gets done.
• Early account impact: Assess account health and risks, establish trust with Account Directors, and lead complex interactions to move accounts forward.
• Technical escalation: Serve as an escalation point for complex technical challenges and resolve ambiguous problems.

Skills

Customer relationships

Executive stakeholder management

Ambiguity resolution

AI tools usage

Mentoring juniors

Problem solving

Tools

HTML

CSS

JavaScript

REST APIs

Job description

Pendo is seeking a Senior Customer Engineer in London to own strategic Enterprise accounts and lead complex deployments. This hybrid role combines pre- and post-sales work, with a focus on driving measurable business outcomes and customer value.

You will build playbooks, coach peers, and use AI tools to accelerate content creation, while partnering with Account Directors to ensure adoption and expansion.