Enterprise Customer Success Manager

Enterprise Customer Success Manager

Pendulum empowers companies and governments to uncover, understand, and act on current and potential risks and opportunities contained within narratives. We are building a powerful, multi-medium, always-on narrative and community intelligence platform for our customers, while tackling one of society's biggest problems - combating harmful mis- and disinformation. We are deeply inspired by our mission, motivated by solving hard technical problems, and obsessed with our customers.

Fulfilling our mission demands bringing together a team with a broad range of backgrounds and experiences. Diverse teams are the strongest teams because their plurality of experience enriches and expands the solution space and improves decision-making. Diversity and inclusion are therefore core to our values and at the forefront of our hiring philosophy and day-to-day operations.

We are seeking a high-impact Enterprise Customer Success Manager with 5+ years of experience owning renewals and upsells in complex B2B SaaS environments. This is a strategic, revenue-driving role responsible for retention, expansion, adoption, onboarding, and executive alignment across enterprise accounts.

Key Responsibilities

Revenue Ownership (Renewals & Expansion)

• Own full-cycle enterprise renewals from risk identification through contract execution.
• Maintain accurate renewal forecasting and visibility into the expansion pipeline.
• Drive upsell and cross-sell opportunities, including additional seats, modules, SKUs, and new buying centers.
• Partner closely with Sales to execute commercial strategy and maximize Net Revenue Retention (NRR).
• Build and execute strategic account growth plans for each enterprise customer.

Enterprise Adoption & Value Realization

• Drive measurable platform adoption across global marketing and communications teams.
• Establish success plans aligned to customer business objectives and executive KPIs.
• Ensure customers achieve time-to-value within the first 30–60 days.
• Identify opportunities to expand usage across brand, marketing, communications, risk, and security functions.

Onboarding & Implementation Execution

• Lead structured onboarding programs for enterprise security, marketing and communications buyers.
• Deliver tailored training sessions for brand, social, communications, and executive stakeholders.
• Operationalize workflows within marketing and comms teams to ensure ongoing value realization.
• Ensure alignment between sales commitments and customer execution.

Executive Relationship Management

• Build multi-threaded relationships with Directors, VPs, and C-suite leaders across marketing and communications.
• Run Quarterly Business Reviews (QBRs) and executive strategy sessions.
• Position Pendulum as a strategic intelligence partner rather than a monitoring tool.
• Proactively identify organizational shifts, budget risk, and expansion opportunities

Required Experience

• 5+ years in Enterprise Customer Success, Strategic Account Management, or similar revenue-owning role in B2B SaaS.
• Demonstrated experience owning renewals and upsells as core responsibilities.
• Experience selling into and managing customers across Marketing and Communications buyers (Brand, Social, Corporate Comms, PR, Reputation, Media teams).
• Proven track record driving Net Revenue Retention (NRR) and expansion growth.
• Experience managing complex enterprise accounts ($100k+ ARR preferred).
• Strong executive presence and commercial negotiation skills.

Preferred Experience

• Experience in social intelligence, media monitoring, or marketing analytics platforms.
• Background working in high-growth or scaling SaaS organizations.
• Experience partnering cross-functionally with Sales, Product, and Marketing teams.
• To have been measured for success by one or all of the following metrics: Net Revenue Retention, Gross Logo Retention, Expansion ARR, Adoptions and Usage Benchmarks, Onboarding Time-to-Value, Executive Engagement, and QBR Execution.

What We Offer

• Grow as a professional by working with emerging technologies in a high-demand industry segment
• Drive company direction at a company that encourages input from all levels to help shape our trajectory
• Experience working at a technology company in which the mission focus is on tackling one of society's greatest challenges
• Learn from industry and government experts who value initiative and encourage innovation
• Enjoy the flexibility to work remotely, unlimited PTO, company (and two personal-choice) holidays
• Receive excellent benefits, including 100% employer-paid employee health premiums (50% for dependents), 401(k), and FSA

The Enterprise Customer Success Manager position offers an OTE of $90,000 to $110,000, with an OTE of $140,000, equity, and comprehensive benefits. Please note that this range serves as a guideline; actual total compensation may vary based on factors such as experience, skill set, qualifications, and geographic location.