In Product Customer Experience Lead (Pendo)

Job Description

Join the Legal Tech Revolution at Litera

Are you ready to shape the future of how law is practiced? At Litera, we’re on a mission to Raise The Bar™ for the legal profession by delivering transformational and globally-trusted solutions to law firms and corporate legal teams worldwide. We’ve been a leader in legal tech innovation for 30 years and are leading the legal AI revolution to this day with most of the world’s largest law firms as our clients. If you’re passionate about building AI-forward solutions that scale globally and want your work to impact millions of legal professionals worldwide, this is your opportunity to be part of an extraordinary team that’s elevating the craft of law.

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.

Why Join Litera?

• 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 roles

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