In Product Customer Experience Lead (Pendo)

FREEDOM SOLUTIONS GR; Raleigh (NC); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Retirement savings plans

Generous paid time off

Professional development opportunities

Job summary

FREEDOM SOLUTIONS GR is seeking an In-Product Customer Experience Lead in Raleigh, North Carolina. You will manage Pendo to drive product adoption and improve user journey by leveraging data insights and collaboration across teams.

The ideal candidate has substantial experience with Pendo, strong technical skills, and a mindset oriented towards building robust processes. Opportunities for career growth and a supportive work-life balance are offered.

Qualifications

• Extensive hands-on experience as a Pendo Administrator.
• A track record of scaling tools into functional business processes.
• Deep understanding of SaaS software operations.

Responsibilities

• Manage global Pendo instance and define success metrics.
• Analyze product usage to identify user friction points.
• Facilitate automated onboarding paths for new users.

Skills

Pendo expertise

Technical acumen

Analytical curiosity

Collaboration

Education

Bachelor's degree or equivalent professional experience

Tools

Pendo

HTML/CSS selectors

Job description

Overview

As an In‑Product Customer Experience Lead (Pendo) at Litera, you will be part of a dynamic team that is passionate about driving innovation in the legal technology space. You will have the opportunity to work with cutting‑edge tools and collaborate with industry experts to deliver solutions that make a real difference in the legal profession.

Key Responsibilities

• Pendo Center of Excellence Support: Drive best practice of the global Pendo instance, specifically around product adoption best practices. Define success metrics, establish governance and tagging best practices, and ensure data integrity across all Litera products.
• Driving Adoption: Analyze product usage data to identify friction points. Design and deploy in‑app guides, walkthroughs, and resource centers that lead users to their "Aha!" moment faster.
• Onboarding Orchestration: Facilitate a seamless transition for new users by building automated, personalized onboarding paths that reduce time‑to‑value.
• Behavioral Insights: Serve as the "voice of the user" by providing qualitative and quantitative data to Product Managers and Engineering to influence the product roadmap.
• Cross‑Functional Execution: Collaborate with Marketing, Sales, and Customer Success to ensure in‑app communications are aligned with the broader customer lifecycle.

What you will do

• Pendo Administration: Manage user permissions, metadata mapping, segment creation, and subscription settings.
• In‑App Strategy: Build and experiment with in‑app guides and polls to drive feature velocity and gather real‑time user feedback.
• AI‑Driven Lifecycle: Lead the charge in integrating AI tools to personalize the user journey and automate support within the product.
• Reporting & Analytics: Create dashboards for executive leadership that track Product Adoption Scores, retention trends, and guide engagement.
• Governance: Manage the Product Development Lifecycle integration with Pendo, ensuring new features are "tagged and ready" before they launch.

Qualifications

• Pndo Expertise: Extensive hands‑on experience as a Pendo Administrator (Pendo Certification is a plus).
• The "Builder" Mindset: A track record of taking a tool and scaling it into a functional business process.
• Technical Acumen: Deep understanding of how SaaS software works (HTML/CSS selectors for tagging is a must).
• Analytical Curiosity: You don’t just report numbers; you find the "why" behind user behavior.
• Collaboration: Proven ability to influence stakeholders across Product, Engineering, and Customer Success.
• Education: Bachelor’s degree or equivalent professional experience in Digital CX, Product Ops, or Marketing Tech.

Benefits

• Health insurance, retirement savings plans, generous paid time off, and a supportive work‑life balance.
• Opportunities for professional development and career growth within the company.

Equal Opportunity Employer

Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.