Department: Customer SuccessReports To: Senior Vice President, Customer SuccessLocation: U.S.- Based, RemoteAbout Pinnacle Intelligence:Pinnacle Intelligence partners with automotive dealerships and enterprise clients to deliver operational excellence, scalable support, and measurable performance outcomes. Through a combination of industry expertise, disciplined execution, and global delivery teams, we help our clients operate smarter, faster, and more profitably.Position Summary:We are seeking a highly capable Client Success leader to own day-to-day customer management, implementation, and ongoing account health across our portfolio. This role will act as the operational backbone of the Client Success function, ensuring customers are successfully onboarded, supported, and continuously realizing value.This individual will partner closely with the SVP of Client Success and SVP of Business Development, enabling their strategic shift toward revenue growth by taking full ownership of client lifecycle execution, communications, and internal coordination. The individual will also partner closely with the operations team in Philippines to improve the performance, productivity, efficiency and translate the success to dealerships in their language.Key Responsibilities:1. Client Management & RetentionOwn weekly/monthly business reviews (WBRs/MBRs) with key customersServe as primary point of contact for client communications, escalations, and follow-upsMonitor client health, usage, and satisfaction; proactively address risksDrive retention and ensure successful renewals2. Implementation & Onboarding:Partner with Operations team in Manila, Philippines on end-to-end onboarding and implementation for new clients; serve as primary point of contact for new customersCoordinate across internal teams and work closely with Manila onboarding teamEnsure projects are delivered on time, on scope, and with high qualityBuild repeatable onboarding processes and playbooks3. Operational LeadershipManage and optimize day-to-day Client Success workflowsAct as the bridge between customers, Manila operations, support, and leadershipIdentify inefficiencies and implement scalable processesMaintain accurate CRM/account documentation4. Team CoordinationCollaborate with offshore support teamsProvide guidance, prioritization, and quality control for client deliverablesHelp standardize communication and execution across regions5. Reporting & InsightsTrack and report on key metrics (retention, churn risk, onboarding timelines, customer health)Surface trends and actionable insights to leadershipSupport forecasting and account planningWhat This Role Is NOT:Not a quota-carrying sales role (though awareness of expansion opportunities is expected)Not purely administrative—this is an ownership role with client-facing responsibilityRequired Qualifications:Experience in automotive industry, preferably with dealership retail experienceProven experience managing enterprise or mid-market clientsStrong project management and operational execution skillsExperience running client calls independently (executive presence required)Ability to manage multiple stakeholders and priorities simultaneouslyComfortable working with offshore or distributed teamsPreferred Qualifications:Experience in a high-growth or startup environmentFamiliarity with CRM and CS tools (Salesforce, HubSpot, Gainsight, etc.)Familiarity with automotive software solutions (Tekion, VIN Solutions, etc.)Process-building mindset (not just execution)Success Metrics (First 6–12 Months):Seamless transition of client relationships from SVPOn-time, high-quality onboarding deliveryImproved client satisfaction and reduced escalation volumeClear visibility into account health and risksGrowth of the account by adding more rooftops and cross selling service linesProfile of the Ideal Candidate:Calm under pressure and highly organizedAssertive enough to run calls and push clients when neededOperationally sharp—can turn chaos into processComfortable being the face of the company for many clientsDoesn't need hand-holdingWhy Join Pinnacle Intelligence?At Pinnacle Intelligence, you'll work in an environment that values ownership, clarity, and impact. You'll have the opportunity to shape client experiences, influence operational strategy, and collaborate with high-performing teams across the U.S. and the Philippines. If you thrive in fast-moving environments and take pride in delivering real results for customers, this is a place where your work will matter.
