In-Product Customer Experience Lead (Pendo)

About the Role Litera is hiring an In-Product Customer Experience Lead (Pendo) to own and optimize the Pendo experience across Litera's product portfolio. You will be the strategic owner and administrator of Pendo, serving as the operational backbone of our digital experience and partnering with Product, Engineering, Marketing, Sales, and Customer Success to drive adoption and measurable outcomes.

What You'll Do

• Pendo Administration: Manage user permissions, metadata mapping, segment creation, and subscription settings across Litera's product portfolio.
• 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 in-product support.
• Governance: Manage the Product Development Lifecycle integration with Pendo, ensuring new features are tagged and ready before launch.
• Adoption & Onboarding: Analyze product usage data to identify friction points and design automated, personalized onboarding paths.
• Behavioral Insights: Provide qualitative and quantitative user insights to Product and Engineering to influence the roadmap.
• Cross-Functional Collaboration: Collaborate with Marketing, Sales, and Customer Success to align in-app communications with the customer lifecycle.
• Reporting & Analytics: Create dashboards for executive leadership tracking Product Adoption Scores, retention trends, and guide engagement.

What We're Looking For

• Pendo Expertise: Extensive hands-on experience as a Pendo Administrator; Pendo Certification is a plus.
• Builder Mindset: Track record of turning a tool into a scalable business process.
• Technical Acumen: Deep understanding of SaaS software; HTML/CSS selectors for tagging is a must.
• Analytical Curiosity: Ability to uncover the "why" behind user behavior, not just report numbers.
• Collaboration: Proven ability to influence stakeholders across Product, Engineering, and Customer Success.
• Education: Bachelor's degree or equivalent experience in Digital CX, Product Ops, or Marketing Tech.

Nice to Have

• Pendo Certification is a plus.

Compensation & Benefits

• Comprehensive Benefits Package: health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance.
• Career Growth & Development: opportunities for professional development and progression through various technical and leadership roles.
• Global, Dynamic, and Diverse Team: a global company with ambitious goals and unlimited opportunities.

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