Senior Customer Engineer, Novus — Emerging Business
$242k+Application analysis
Senior Customer Engineer, Novus — Emerging Business at Pendo is a forward deployed enterprise software role for engineers who want customer-facing technical work with real deployment ownership.
Reading this role
This Technical customer-facing role role centers on hands-on work with customers to ship and adopt technical products. Key signals from the listing: Senior scope.
About Pendo
Enterprise software forward deployed engineers drive adoption, integration, and measurable customer outcomes. The role is anchored in Raleigh, NC, so expect on-site customer work in that region.
Signals in the listing
Stand out for Senior Customer Engineer, Novus — Emerging Business
- Lead your application with one paragraph tying Senior Customer Engineer, Novus — Emerging Business to a specific customer or deployment you owned — Pendo hires for shipped outcomes, not tool lists.
- Mirror language from the job description in your examples — if they emphasize deployment, use deployment stories; if integration, use integration stories.
- Include a short “how I work with customers” section in your cover note: communication cadence, escalation instincts, and how you handle ambiguity.
- This role is tied to Raleigh, NC — mention willingness to work on-site with customers and any existing ties to that market (clients, partners, or domain knowledge).
- Compensation is in a senior band — emphasize staff-level scope: cross-team influence, architecture decisions, and customer exec communication.
Stand out at Pendo
- Demonstrate stakeholder management with a concrete example — Pendo will probe for specifics, not buzzwords.
- Demonstrate integration skill with a concrete example — Pendo will probe for specifics, not buzzwords.
- Prepare stories that move from discovery → pilot → production with named outcomes.
- Read recent engineering blog posts, product launches, and customer stories on pendo.com — reference one explicitly in your outreach to show genuine interest.
Tailored from this listing’s title, company, and description. Always verify requirements on the company careers page before applying.
Role description
The Team + The Role
Pendo is on a mission to improve society's experience with software. With the launch of Novus, Pendo is changing how companies understand their products through autonomous product intelligence that connects directly to codebases to automate instrumentation and analysis. The Emerging Business segment partners with innovative startups and mid-market companies that need to move quickly from product questions to product insight. As a Senior Customer Engineer for Novus, you will be the technical architect for strategic Emerging Business accounts. You will guide customers through repository connection, autonomous instrumentation, and codebase-driven product intelligence, helping engineering and product teams achieve rapid time-to-value. You will also serve as a key field-to-product feedback loop as Pendo scales a new product frontier. This role is based in our Raleigh office.
What this looks like day-to-day
Architect autonomous intelligence: Guide CTOs and lead engineers through connecting GitHub and GitLab repositories to Novus. Ensure Cortex accurately maps user journeys and product context without requiring manual tracking code. Drive high-velocity adoption: Help Emerging Business customers move quickly from implementation to insight. Use Signals to proactively surface product friction and growth opportunities, and advise product teams on how to act on what Novus reveals. Bridge technical success to expansion: Use Novus data to identify credible technical expansion paths. Provide the technical validation customers need to evaluate broader Pendo platform adoption, including Pendo Orchestrate and Mobile capabilities. Define the implementation playbook: Build the Novus Implementation Framework for a new product pod. Document best practices for repository structure, AI-review workflows, and complex single-page application architectures. Serve as product liaison: Act as the primary field-to-product feedback loop for Novus. Partner with AI and Engineering teams to improve how the agent interacts with different tech stacks and increases instrumentation accuracy.
Who You Are
Beyond the qualifications, we hire through a specific lens. These aren't buzzwords; they're the things we'll actually look for in how you talk about your work. You're a builder, not a maintainer. You're most energized when there isn't a clear path yet, and you get to define it. You don't wait for direction; you identify gaps, shape solutions, and drive them forward. At Pendo, great Senior Customer Engineers don't just follow instructions; they operate as strategic advisors, influencing decisions, guiding stakeholders, and elevating how we work. You're AI-curious - genuinely. You're not using AI tools occasionally. You're rewiring how you work around them. You're faster, sharper, and more prolific because of it, and you bring that energy to everything — how you approach your work, how you prep, how you communicate, how you think. We want someone who sees AI as a multiplier, not a shortcut.
Must-haves
- 5–8+ years of experience in a highly technical, customer-facing role such as Customer Engineering, Solutions Architecture, Technical Account Management, or Professional Services.
Deep comfort with Git workflows, modern JavaScript frameworks such as React, Vue, or Angular, and REST APIs. Ability to understand how code translates into user behavior and explain that connection to both technical and non-technical stakeholders. Working understanding of, or strong demonstrated passion for, LLMs and agentic workflows. Experience operating in fast-paced, ambiguous environments with a bias to act and the ability to solve problems without a defined playbook. Strong communication skills, with the ability to translate complex technical concepts into clear, actionable strategies for developers, product leaders, and executive stakeholders.
Nice-to-haves
Experience with the Model Context Protocol or AI-driven developer tools. Experience supporting startups or mid-market customers in an Emerging Business, high-growth, or fast-moving SaaS environment. Experience with complex single-page application architectures. Experience developing implementation frameworks, technical playbooks, or best-practice documentation for new products.
About Pendo
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. Pendo Core Values: Bias to Act, Hone Your Craft, The Team is Pendo, and Maniacal Focus. Location: Pendo is a hybrid culture. In-office 3 days per week unless designated remote. Compensation: The expected On-Target Earnings (OTE) range for this role to be performed in Raleigh is $193,393 - $241,742, with a 70/30 base-to-variable compensation split. Benefits: Highly competitive, employer-heavy coverage including $0 premium options, strong 401(k) match, equity, and flexible time off. 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: [email protected]. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.