<p style="min-height:1.5em"><strong>Reports to: </strong>CEO</p><p style="min-height:1.5em"><strong>Team: </strong>Customer Success</p><h3>ABOUT PINNACLE</h3><p style="min-height:1.5em">Pinnacle offers Pascal, an AI-powered coaching platform that sits inside the flow of work. Pascal acts as a personal thought partner for every employee: surfacing insights, driving accountability, and helping people grow every day. We work with forward-thinking HR and L&amp;D leaders at mid-market and enterprise companies who want to move beyond point-in-time training and deliver lasting behavior change at scale.</p><p style="min-height:1.5em">We are early, intentional, and growing fast. This is a high-impact role for an experienced CS, change management, or learning professional who wants to make their mark at a company where the work genuinely matters.</p><h3>ABOUT THE ROLE</h3><p style="min-height:1.5em">This is not a traditional Customer Success Manager role. We are not looking for someone who manages tickets, writes up meeting notes, and tracks health scores on a spreadsheet. We are looking for a strategic operator who thinks and acts like a consultant to our clients, someone who can walk into an executive room, understand the organizational dynamics at play, and help HR and business leaders drive meaningful change through Pascal.</p><p style="min-height:1.5em">You will own the post-sale customer journey from implementation through expansion, driving engagement and adoption, building executive relationships, and ensuring customers realize measurable value from Pascal. You will work directly with the CEO, who leads Pinnacle's sales efforts, and will have high visibility across the business.</p><p style="min-height:1.5em">The most important part of this role is driving engagement and utilization with our product - working with your client counterparts to identify opportunities to plug in Pascal to existing people processes, designing change initiatives, drafting comms, etc.</p><p style="min-height:1.5em">Another critical part of this role is building and systematizing the CS function itself. You will inherit a set of existing processes and customers and be expected to automate, and improve them, using AI tools and no-code/low-code platforms to reduce manual work and create a scalable, repeatable customer experience.</p><h3>WHAT YOU'LL DO</h3><h3>Drive adoption as a trusted strategic advisor</h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Serve as the relationship owner for a portfolio of customer accounts, the person champions call when they want to think through something.</p></li><li><p style="min-height:1.5em">Facilitate stakeholder alignment inside customer organizations, including HR leadership, managers, and executive sponsors.</p></li><li><p style="min-height:1.5em">Design adoption programs and custom communications tailored to each customer's organization: rollout comms sequences, manager enablement sessions, and communication cadences