In Product Customer Experience Lead (Pendo)
Core
Strategic owner and administrator of Pendo across the entire product portfolio, driving product adoption, onboarding, and user experience optimization for legal tech clients.
Role type
In-Product Customer Experience Lead (Pendo)
Builds
In-app guides, walkthroughs, automated onboarding paths, and AI-driven user journey personalization for SaaS products.
Domain
Legal Technology / SaaS Product Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Pendo administration and certification, HTML/CSS selectors for tagging, data analysis for user behavior, cross-functional stakeholder influence, SaaS architecture understanding, governance and tagging strategy.
Preferred skills
Pendo certification, experience scaling tools into business processes, AI tool integration for support.
Technologies
Pendo, HTML, CSS, AI tools
Responsibilities
Define success metrics and governance for global Pendo instance; analyze usage data to identify friction points; design and deploy in-app guides and resource centers; build automated personalized onboarding paths; provide behavioral insights to Product Managers and Engineering; manage user permissions, metadata mapping, and segment creation; create executive dashboards tracking adoption and retention; integrate Pendo with Product Development Lifecycle.
Seniority
Mid-Senior, hands-on IC