Director, Customer Growth & Lifecycle

About the role

This position is central to Pendo's evolution in the AI era, focusing on transforming customer engagement into a predictable and compounding growth engine. You will be responsible for the entire customer journey, from initial use to becoming an expert user.

Key facts

What you'll do

• Develop and refine the complete digital customer experience, from initial setup through to expansion phases.
• Utilize Pendo's own analytics to pinpoint areas of customer value, identify drop-off points, and determine effective interventions.
• Act as a primary internal user of Pendo, designing and executing cross-channel experiments to showcase optimal product engagement.
• Contribute customer behavior insights to product development discussions, influencing decisions that enhance adoption, retention, and expansion.
• Lead a team of approximately five Adoption Managers and oversee Pendo's Center of Excellence / Product Operations.

Requirements

• A minimum of 7 years of experience in product growth, lifecycle program design, or growth marketing within the software industry.
• Demonstrated experience managing lifecycle or growth initiatives at a product-led SaaS company with distinct user and economic buyer roles.
• A proven history of improving product adoption and retention metrics, with specific examples of launched programs and their quantifiable impact.
• Experience building and guiding a team of professionals focused on customer journey growth or lifecycle management.
• Strong analytical abilities, including the capacity to define, query, analyze, and prove the impact of your own work independently.
• Hands-on experience with experimentation, including hypothesis formulation, rapid testing, learning from outcomes, and implementing improvements.
• Advanced proficiency as a Pendo user.
• Daily use of AI tools, with a clear understanding of how they enhance growth, lifecycle, and customer engagement efforts.

Nice to have

• Experience designing lifecycle programs that integrate digital onboarding, product usage, retention, and expansion.
• Experience combining customer feedback with behavioral data to understand user motivation, challenges, and value realization.
• Experience influencing product roadmap decisions through insights derived from customer behavior and lifecycle learnings.
• Experience leading a Center of Excellence or Product Operations function.

Skills & tools

• Pendo
• AI tools

Practical notes

• Compensation: $190,000 - $220,000 base salary.
• Benefits: Comprehensive US benefits package including employer-covered health insurance options, strong 401(k) match, equity, and flexible time off.
• Visa sponsorship: Not specified.
• Application deadline: Not specified.