Pendo

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

Raleigh, North Carolina, United States

Not SpecifiedCompensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Software / SaaS, Customer Engagement, Product ManagementIndustries

Job Description: Center of Excellence Lead - User Engagement

Position Overview

We are seeking a strategic and execution-driven leader to build and run our Center of Excellence (CoE) for in-app and out-of-app user engagement. This role will define the strategy and standards for using Pendo Guides and Orchestrate to deliver consistent, relevant user communications that drive adoption, retention, and cross-sell.

As the Directly Responsible Individual (DRI), you will own the CoE vision, establish cross-functional alignment, and ensure content meets the highest quality standards—delivering the right message to the right user at the right time. You will report to the SVP of Product and work closely with teams across Marketing, Customer Success, Product Management, and more.

Role 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.

Minimum Qualifications

  • 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.

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.

Company Information: Pendo

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success. Our mission is to improve society's experience with software.

Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.

Equal Employment Opportunity (EEO)

We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities, and perspectives.

Accessibility

Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require accommodation(s) for any part of the recruitment process, please send a request to: accommodation@pendo.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Compensation

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 offer.

Salary:

  • [Information not provided]

Location Type:

  • [Information not provided]

Employment Type:

  • [Information not provided]

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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