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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.