Director, Customer Growth & Lifecycle

Pendo•Raleigh, NC

2d•$190,000 - $220,000•Hybrid

About The Position

Pendo is rebuilding for the AI era, with new products, new buyers, and new ways to deliver value to customers. The Customer Growth and Lifecycle function sits at the center of that shift, helping turn customer engagement into a deliberate, repeatable, compounding growth motion. This team connects product usage, customer behavior, experimentation, and lifecycle programs to help customers get more value from Pendo. As Director, Customer Growth & Lifecycle, you will own the lifecycle motion from first login to fully embedded power user. You will design the experiments, programs, and data-driven interventions that make engagement intentional rather than accidental, using Pendo’s own platform and analytics to understand what moves adoption, retention, and expansion. You will also lead a team of approximately five Adoption Managers and Pendo’s Center of Excellence / Product Operations function.

Requirements

7+ years of experience in product growth, lifecycle design, or growth marketing in software.
Experience running lifecycle or growth programs in a product-led SaaS company where the end user and economic buyer are different people.
A proven track record of moving product adoption and retention metrics, including clear examples of programs you shipped and the measurable impact they created.
Experience building and leading a team of growth or lifecycle professionals focused on the customer journey.
Strong data fluency, including the ability to scope, query, analyze, and prove the impact of your own work without creating an analyst dependency.
Hands-on experience with experimentation, including forming hypotheses, testing quickly, learning from results, and shipping improvements.
Power-user experience with Pendo.
Daily use of AI tools, with a clear point of view on where they accelerate growth, lifecycle, and customer engagement work.

Nice To Haves

Experience designing lifecycle programs that connect digital onboarding, product usage, retention, and expansion.
Experience using customer conversations alongside behavioral data to understand motivation, friction, and value realization.
Experience influencing product roadmap decisions through customer behavior insights and lifecycle learnings.
Experience leading a Center of Excellence or Product Operations function.

Responsibilities

Build, iterate, and optimize the full digital customer journey from onboarding through expansion.
Use Pendo’s own analytics to identify where users find value, where they drop off, and which interventions move the needle.
Design and ship cross-channel experiments across in-app guides, email, NPS, segmentation, and other lifecycle channels that show customers what great product engagement looks like.
Bring front-line visibility into customer behavior directly into product conversations to help shape feature decisions and improve how Pendo builds for adoption, retention, and expansion.
Develop and lead a team of approximately five Adoption Managers while also guiding Pendo’s Center of Excellence / Product Operations function.
Set direction, coach the team, and raise the operating ceiling while staying close to the work.