Job Description
The Team + The Role
Pendo’s Professional Services team is part of the broader Strategy & Transformation organization. The team helps customers transform how they operate, not just how they use Pendo, through onboarding, enablement, consulting, and advisory services. Professional Services plays a critical role in helping customers connect Pendo to measurable business outcomes and sustainable operating practices.
As a Professional Services Consultant, you will lead customer engagements that help organizations implement, adopt, and scale their use of Pendo. You will guide customers from onboarding through value realization, aligning Pendo to business goals, implementing high-value use cases, and establishing the foundations needed for long-term success. You will serve as a trusted advisor by combining deep product expertise with strong consulting, technical, and project management skills.
This role is a hybrid position working 3 days per week in our London office.
What this looks like day-to-day
Customer onboarding and implementation: Lead onboarding engagements that accelerate customer time-to-value. Guide customers through installation readiness, use case discovery, implementation, enablement, and activation activities that help them achieve meaningful outcomes with Pendo.
Use case discovery: Partner with customers to understand their business goals, challenges, and success metrics. Help them identify and prioritize high-value use cases and develop implementation approaches that align Pendo capabilities to their desired outcomes.
Product enablement and best practices: Enable customers on Pendo products and modules, including Analytics, Guides, NPS, Session Replay, Listen, Orchestrate, and Data Sync. Help customers understand not only how to use the platform, but how to use it effectively and sustainably.
Custom services delivery: Lead custom consulting engagements ranging from hands-on configuration and optimization to broader organizational initiatives such as governance, product operations, and Center of Excellence development. Help customers solve current challenges while building scalable practices that support long-term adoption and value realization.
Project ownership and delivery management: Manage multiple concurrent engagements while maintaining quality, customer satisfaction, and delivery timelines. Proactively communicate project status, identify risks, manage scope, and escalate issues when appropriate.
Customer relationship management: Build trusted relationships with customer stakeholders, from day-to-day practitioners to executive sponsors. Act as a strategic advisor who helps customers navigate challenges, make informed decisions, and achieve their desired outcomes.
Customer outcomes and delivery excellence: Drive measurable business results tied to the goals established at the outset of each engagement. Deliver projects on time, within scope, and with high customer satisfaction so customers view you as a trusted partner, not simply an implementation resource.
Practice impact and ownership: Contribute beyond individual projects by improving playbooks, sharing expertise, mentoring teammates, and bringing customer insights back into the business. Use judgment, customer focus, AI fluency, and ownership to strengthen both customer outcomes and the overall Professional Services practice.
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 Professional Services Consultants 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
3+ years of experience in consulting, implementation, customer success, professional services, or another customer-facing SaaS role.
Foundational to intermediate proficiency in CSS and HTML, with the ability to contribute to technical implementation work such as in-app tagging, Pendo installation, and guide building.
Proficiency in JavaScript, Python, or Node.js, with the ability to write production-quality backend code.
Experience working with REST APIs, webhooks, and event-driven architectures.
Strong project management and organizational skills, including experience managing multiple projects simultaneously while maintaining quality and timelines.
Strong communication, facilitation, and stakeholder management skills across customer audiences.
Deep curiosity and problem-solving ability, with the ability to translate customer goals into practical implementation approaches.
Nice-to-haves
Experience with APIs, data pipelines, integration patterns, ETL processes, and data modeling.
SQL proficiency and data modeling expertise.
Experience with digital adoption, product analytics, customer experience, or product operations.
Experience presenting to and influencing stakeholders across multiple organizational levels.
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.
Benefits: Pendo offers comprehensive, top-tier coverage for employees in the United Kingdom, including medical, dental, life coverage, pension match, equity, and high-value lifestyle perks.
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: accommodation@pendo.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.
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