About the roleWe 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 ResponsibilitiesRevenue 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 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 a base salary of $90,000 to $110,000, and 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.
