Head of Center of Excellence (CoE): In-App & Email Engagement

Raleigh, North Carolina, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software / SaaS, Customer Engagement, Product ManagementIndustries

Requirements

The ideal candidate should possess proven ability to lead cross-functional initiatives and drive strategic alignment, exceptional collaboration and communication skills, and be a confident decision-maker capable of navigating complex priorities. Demonstrated leadership with the ability to influence and inspire across teams is also required, along with prior experience running a Center of Excellence (CoE) for Pendo or similar engagement platforms. A background in product growth, customer education, product marketing, product ops, or marketing operations is preferred, alongside hands-on experience with customer onboarding and SaaS adoption strategies, writing and deploying content in tools like Pendo and Marketo, and analytics and user segmentation.

Responsibilities

As the Head of Center of Excellence, you will define and drive the overall CoE strategy and success metrics, develop and maintain best practices and guidelines for creating Guides and Orchestrate journeys, own the end-to-end content review and approval process, maintain internal user segments and make final decisions on communications, serve as the final approver for all Pendo-led communications, maintain operational oversight for communications, and partner with Product Ops, Lifecycle Marketing, Customer Success, and PMM to support lifecycle and adoption campaigns.

Skills

Cross-functional leadership

Strategic planning

Content review and approval

Pendo Guides

Orchestrate

Segmentation

Campaign management

Collaboration

Communication

Decision-making

Influence and leadership

Pendo

Enhances product experience and digital adoption

About Pendo

Pendo enhances digital products by providing solutions for product experience and digital adoption. Its platform integrates with clients' existing software, offering tools for in-app messaging, user analytics, and feedback collection. This allows businesses to understand user behavior and improve their products based on data-driven insights. Pendo primarily serves software companies, tech startups, and enterprises in the SaaS sector, charging subscription fees for access to its services. Unlike competitors, Pendo focuses specifically on user engagement and experience, helping clients guide users through new features and updates. The goal is to help businesses meet user expectations and achieve growth in a competitive market.

Raleigh, North CarolinaHeadquarters

2013Year Founded

$455.5MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Remote Work Options

Professional Development Budget

Risks

Increased competition from AI-driven platforms could threaten Pendo's market share.

Rapid AI innovation may outpace Pendo's integration capabilities, risking competitive edge loss.

Integration risks from Zelta AI acquisition could disrupt Pendo's operations if mismanaged.

Differentiation

Pendo integrates seamlessly with existing products, enhancing user engagement and feedback collection.

The platform offers in-app messaging, user analytics, and feedback tools for product improvement.

Pendo's AI-driven insights provide a comprehensive view of user behavior and product performance.

Upsides

Pendo's acquisition of Zelta AI enhances its AI capabilities for customer feedback analysis.

Partnership with Google Cloud's Vertex AI boosts product discovery and user personalization.

Pendo's $200 million ARR and customer growth highlight its strong market position.

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