Customer Success Engineer - ANZ
Customer Success Engineer - ANZ
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Job Description
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 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 Pendos technology.
Responsibilities (what youll 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.
- 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
- Working knowledge of JavaScript HTML CSS and/or Mobile SDKs
- 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 customers 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)
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.
About Pendo in APAC:
The APAC team at Pendo is a vibrant close-knit group passionate about helping customers thrive through better product experiences. Were growing fast across Australia New Zealand and Asia partnering with some of the most innovative companies in the regionfrom 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. Were united by a deep belief in Pendos mission and take pride in helping organisations onboard users faster drive meaningful adoption and deliver measurable impact. If youre excited by the idea of building something meaningful in a high-growth people-first environment youll 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: 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 societys 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.
Youll 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.
A quick note from us: Every application we receive is personally reviewed by someone on our team. While were proud to be an AI company and use AI in many parts of our work your profile is always read by a real person who values the time and care you put into applying.
#LI- Hybrid
#LI- VR1
Employment Type
Full Time
