Pendulum is hiring an Enterprise Customer Success Manager to own strategic outcomes for our most important customers. In this high-impact, revenue-driving role, you will be responsible for retention, expansion, adoption, and executive alignment across complex enterprise accounts.
What You'll Do
- 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.
- 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.
What We're Looking For
- 5+ years in Enterprise Customer Success, Strategic Account Management, or a 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.
Nice to Have
- 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.
Pendulum is an equal opportunity employer.
