Enterprise Customer Success Manager

Pendulum empowers companies and governments to combat harmful mis- and disinformation through a narrative intelligence platform. The Enterprise Customer Success Manager will drive revenue through renewals and upsells in B2B SaaS, ensuring customer satisfaction and adoption across enterprise accounts.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• 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
• 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