Enterprise Customer Success Manager

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 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.