Pendulum Intelligence

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 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. Qualifications - 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. Benefits - 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 Business Development Representative position offers a base salary range of $90,000 to $130,000, a $30,000 variable bonus, equity, and comprehensive benefits.

The Role at a Glance We are currently seeking a Solutions Engineer who can serve as the technical bridge between Pendulum's AI-powered platform and our enterprise clients' most critical challenges. As part of this team, you will work directly with Fortune 500 companies, financial institutions, and government organizations to design, demonstrate, and implement social intelligence solutions that address complex use cases in crisis management, brand protection, competitive intelligence, and threat detection. What you'll do - Design and deliver solutions for high-stakes clients, including Fortune 500 companies, PR & Comms firms, and government agencies. These organizations depend on us to detect crises before they escalate, track narratives across platforms, and provide actionable intelligence under aggressive SLAs. You'll architect deployments that meet their unique requirements. - Translate AI capabilities into business value: Our platform leverages advanced ML for logo, product, and facial recognition, OCR, sentiment analysis, and narrative detection across text, images, audio, and video. You'll explain these capabilities to both technical and executive stakeholders, demonstrating how they solve real-world problems in crisis response and risk mitigation. - Build compelling proofs of concept and demos: Create customized demonstrations that showcase Smart Alerts, RiskWand monitoring, AI-generated reports, and custom dashboards. Configure solutions that illustrate how clients can track sentiment shifts, - Identify influencers, map narrative amplification, and respond to emerging threats across 26+ social platforms. - Partner across functions: Collaborate closely with sales teams to understand prospect requirements, work with product and engineering to translate client needs into technical specifications, and coordinate with Customer Success to ensure seamless client onboarding and ongoing support. - Shape the product roadmap: Provide critical feedback to product teams based on client requirements, competitive intelligence, and emerging use cases. Your insights from customer engagements will directly influence platform development priorities and feature design. What you've done - Strong Solutions Engineering Experience: Demonstrated success in a solutions engineering, sales engineering, or technical consulting role, preferably in SaaS, AI/ML, analytics, or enterprise security platforms. You've navigated complex sales cycles and delivered technical wins with Fortune 500 clients. - Technical Fluency: Understand APIs, data pipelines, cloud infrastructure, and software integrations. You can discuss system architecture, data flows, and technical trade-offs credibly with engineering teams while translating these concepts into business outcomes for non-technical stakeholders. - Enterprise Client Expertise: Experience working with large organizations, including regulated industries like financial services or government agencies. You understand how enterprises evaluate technology, navigate procurement processes, and manage cross-functional stakeholder alignment. - Communication and Presentation Excellence: Deliver compelling demos and technical workshops to audiences ranging from hands-on analysts to C-suite executives. You can adapt your message to your audience, whether explaining ML algorithms to data scientists or business impact to communications directors. - Domain Knowledge (Preferred): Familiarity with social media analytics, brand monitoring, crisis management, corporate communications, risk analysis, or intelligence operations. Background in AI/ML concepts, particularly NLP, computer vision, or sentiment analysis, is a significant plus. - Self-Directed and Adaptable: Thrive in ambiguous, fast-paced startup environments. You can manage multiple client engagements simultaneously, prioritize effectively, and solve problems independently while knowing when to pull in additional expertise. 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 Why Pendulum? We are an insanely innovative startup transforming how brands understand consumers. As a remote-first company, we value results, autonomy, and the ability to turn social noise into actionable intelligence. Compensation The Solutions Engineer position offers a base salary range of $90,000 to $140,000, along with 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.