In Product Customer Experience Lead (Pendo)

TL;DR

In Product Customer Experience Lead (Pendo): Own and administer Pendo across the hirify.global product portfolio, driving product adoption through in-app experiences, onboarding orchestration, and measurable user insights with an accent on governance, tagging/data integrity, and analytics that influence product roadmap decisions. Focus on building and experimenting with in-app guides and polls, integrating AI to personalize the user journey, and delivering executive dashboards for retention and adoption metrics.

Location: Raleigh, NC (hybrid; candidates must reside within reasonable commuting distance and be on-site at least three days per week)

Company

hirify.global delivers legal technology solutions for law firms and corporate legal teams.

What you will do

• Operate Pendo as the strategic owner: define success metrics, governance, tagging best practices, and ensure data integrity across hirify.global products.
• Drive adoption by analyzing product usage data to identify friction points and designing in-app guides, walkthroughs, and resource centers.
• Orchestrate onboarding by building automated, personalized onboarding paths that reduce time-to-value.
• Provide behavioral insights (“voice of the user”) using qualitative and quantitative data to inform Product Managers and Engineering.
• Coordinate cross-functionally with Marketing, Sales, and Customer Success to align in-app communications with the customer lifecycle.
• Build reporting and analytics: create dashboards tracking Product Adoption Scores, retention trends, and guide engagement; manage Pendo readiness for new feature launches.

Requirements

• Extensive hands-on experience as a Pendo Administrator (Pendo certification is a plus).
• Strong ability to scale a tool into a functional business process (“builder” mindset).
• Technical acumen for SaaS tagging, including HTML/CSS selectors for tagging.
• Analytical curiosity to identify the “why” behind user behavior, not just report metrics.
• Proven collaboration skills to influence stakeholders across Product, Engineering, and Customer Success.
• Bachelor’s degree or equivalent experience in Digital CX, Product Ops, or Marketing Tech.

Culture & Benefits

• Hybrid working model with on-site presence at least three days per week.
• Health insurance, retirement savings plans, and generous paid time off.
• Supportive work-life balance and investment in employee well-being and future.
• Global, dynamic, and diverse team with emphasis on growth, empathy, and problem-solving.
• Career growth and development with opportunities to progress into technical and leadership roles.

Hiring process

• Interviews focused on Pendo administration experience, analytics/governance approach, and cross-functional collaboration.
• Discussion of how experience translates into driving product adoption and onboarding outcomes.