In-App & Email Engagement

Summary

Join Pendo as a strategic leader to build and run the Center of Excellence (CoE) for in-app and out-of-app user engagement. Define the strategy and standards for using Pendo Guides and Orchestrate to deliver user communications. As the Directly Responsible Individual (DRI), own the CoE vision, establish cross-functional alignment, and ensure high-quality content. Report to the SVP of Product and collaborate with Marketing, Customer Success, Product Management, and other teams. The role involves defining CoE strategy and metrics, developing best practices for creating Guides and Orchestrate journeys, owning the content review process, managing user segments, serving as the final approver for Pendo communications, and maintaining operational oversight. Partner with various teams to support lifecycle and adoption campaigns. The ideal candidate will have proven leadership skills, exceptional communication, and confident decision-making abilities.

Requirements

• Proven ability to lead cross-functional initiatives and drive strategic alignment
• Exceptional collaboration and communication skills
• Confident decision-maker who can navigate complex priorities
• Demonstrated leadership with the ability to influence and inspire across teams

Responsibilities

• Define and drive the overall CoE strategy and success metrics (e.g., onboarding impact, guide/email engagement, SLA adherence, adoption and cross-sell contribution)
• Develop and maintain best practices and guidelines for creating Guides and Orchestrate journeys
• Own the end-to-end content review and approval process for Guides and Orchestrate campaigns
• Maintain internal user segments and make final decisions on what is sent via Orchestrate vs. Marketo
• Serve as the final approver (“send” authority) for all Pendo-led communications
• Have the Pendo know-how to create and edit Pendo guides
• Maintain operational oversight for communications using these tools internally
• Partner with Product Ops, Lifecycle Marketing, Customer Success, PMM, and others to support lifecycle and adoption campaigns

Preferred Qualifications

• Prior experience running a Center of Excellence (CoE) for Pendo or similar engagement platforms
• Background in product growth, customer education, product marketing, product ops, or marketing operations
• Hands-on experience with: customer onboarding and SaaS adoption strategies, writing and deploying content in tools like Pendo and Marketo, analytics and user segmentation and managing communications across digital touchpoints
• Track record of creating educational and growth-oriented content
• History of leading cross-functional content or communication programs

Benefits

• Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide
• The expected salary range for this role to be performed in: Raleigh, NC: $165,00 - $180,000
• EST Remote: $165,000 - $180,000
• New York City, NY: $175,000 - $190,000