In Product Customer Experience Lead (Pendo)

Litera Group; Raleigh (NC); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Generous paid time off

Retirement savings plans

Professional development opportunities

Job summary

A leading legal technology provider in Raleigh, NC, is seeking an In‐Product Customer Experience Lead. This role focuses on Pendo administration, driving user adoption through in-app solutions, and analyzing product usage data. The ideal candidate has hands-on experience with Pendo and a strong understanding of SaaS software. The company offers a hybrid work model, a comprehensive benefits package, and a commitment to employee growth. Join a dynamic team that values collaboration and innovation in the legal tech space.

Qualifications

• Extensive hands-on experience as a Pendo Administrator.
• Technical understanding of SaaS software (HTML/CSS selectors is a must).
• Ability to analyze and report user behavior.

Responsibilities

• Drive best practices for the global Pendo instance.
• Design in-app guides to improve user adoption.
• Create dashboards for leadership to track metrics.

Skills

Pendo Administration

SaaS software understanding

Analytical skills

Stakeholder collaboration

Education

Bachelor’s degree or equivalent experience

Tools

Pendo

HTML/CSS

Job description

You may choose to display a cookie banner on the external site. You must specify the message in the cookie banner and may add a link to a relevant policy. If you are unfamiliar with these requirements, please seek the advice of legal counsel.In Product Customer Experience Lead (Pendo) page is loaded## In Product Customer Experience Lead (Pendo)locations: Raleigh, NCtime type: Full timeposted on: Posted Todayjob requisition id: R-501167**Job Description****Join the Legal Tech Revolution at Litera**As part of our strategic growth and commitment to fostering collaboration and operational excellence, we are transitioning to a hybrid working model. This position is based in one of the locations listed below and candidates should reside within reasonable commuting distance, as this role requires on-site presence at least three days per week .This hybrid approach enables us to build a collaborative and innovative work environment while maintaining the flexibility that supports both productivity and work-life balance. We are actively seeking talented individuals to join our team in this exciting new phase of growth.**Available Office Locations**: Raleigh | Austin | Boston | Philadelphia | Chicago | Holmdel | Denver | Toronto**Overview:** As a 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. In this role you will be the strategic owner and administrator of **Pendo** across the entire Litera product portfolio. You are the operational backbone of our digital experience, ensuring that every user interaction is measured, optimized, and purposeful.**Key Responsibilities:*** **Pendo Center of Excellence Support:** Drive best practice of the global Pendo instance, specifically around product adoptions 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.* **The company culture:** We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment* **Commitment to Employees**: Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact* **Global, Dynamic, and Diverse Team**: Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together* **Comprehensive Benefits Package:** Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey.* **Career Growth and Development**: We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership rolesLitera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Litera is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving more than 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of the best places to work, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.