Enterprise Customer Success Manager

About Us

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.

About the role

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, visibility into the expansion pipeline, 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