In-Product CX Lead (Pendo) — AI-Powered Adoption Architect

Litera; Raleigh (NC); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Retirement savings plans

Generous paid time off

Professional development opportunities

Job summary

Litera, a leader in legal tech based in Raleigh, NC, is looking for an In-Product Customer Experience Lead. In this hybrid role, you will manage Pendo across the Litera product portfolio, driving user engagement through personalized onboarding and insights. The ideal candidate will have extensive experience with Pendo and a strong analytical mindset. Join a dynamic team focused on innovating legal technology while enjoying a comprehensive benefits package and opportunities for career growth.

Qualifications

• Extensive hands-on experience as a Pendo Administrator (Pendo Certification is a plus).
• A track record of taking a tool and scaling it into a functional business process.
• Deep understanding of how SaaS software works (HTML/CSS selectors for tagging is a must).
• You don’t just report numbers; you find the 'why' behind user behavior.
• Proven ability to influence stakeholders across Product, Engineering, and Customer Success.

Responsibilities

• Drive best practice of the global Pendo instance for product adoption.
• Analyze product usage data to identify friction points.
• Facilitate a seamless transition for new users through automated onboarding.
• Provide qualitative and quantitative data to influence the product roadmap.
• Collaborate with Marketing, Sales, and Customer Success for aligned communications.

Skills

Pendo Expertise

The Builder Mindset

Technical Acumen

Analytical Curiosity

Collaboration

Education

Bachelor’s degree or equivalent experience in Digital CX, Product Ops, or Marketing Tech

Tools

Pendo

HTML/CSS

Job description

Litera, a leader in legal tech based in Raleigh, NC, is looking for an In-Product Customer Experience Lead. In this hybrid role, you will manage Pendo across the Litera product portfolio, driving user engagement through personalized onboarding and insights. The ideal candidate will have extensive experience with Pendo and a strong analytical mindset. Join a dynamic team focused on innovating legal technology while enjoying a comprehensive benefits package and opportunities for career growth.