Customer Success Manager (US-Remote)

Department: Customer Success

Reports To: Senior Vice President, Customer Success

Location: U.S.- Based, Remote

About 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 & Retention

• Own weekly/monthly business reviews (WBRs/MBRs) with key customers
• Serve as primary point of contact for client communications, escalations, and follow-ups
• Monitor client health, usage, and satisfaction; proactively address risks
• Drive retention and ensure successful renewals

2. 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 customers
• Coordinate across internal teams and work closely with Manila onboarding team
• Ensure projects are delivered on time, on scope, and with high quality
• Build repeatable onboarding processes and playbooks

3. Operational Leadership

• Manage and optimize day-to-day Client Success workflows
• Act as the bridge between customers, Manila operations, support, and leadership
• Identify inefficiencies and implement scalable processes
• Maintain accurate CRM/account documentation

4. Team Coordination

• Collaborate with offshore support teams
• Provide guidance, prioritization, and quality control for client deliverables
• Help standardize communication and execution across regions

5. Reporting & Insights

• Track and report on key metrics (retention, churn risk, onboarding timelines, customer health)
• Surface trends and actionable insights to leadership
• Support forecasting and account planning

What 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 responsibility

Required Qualifications:

• Experience in automotive industry, preferably with dealership retail experience
• Proven experience managing enterprise or mid-market clients
• Strong project management and operational execution skills
• Experience running client calls independently (executive presence required)
• Ability to manage multiple stakeholders and priorities simultaneously
• Comfortable working with offshore or distributed teams

Preferred Qualifications:

• Experience in a high-growth or startup environment
• Familiarity 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 SVP
• On-time, high-quality onboarding delivery
• Improved client satisfaction and reduced escalation volume
• Clear visibility into account health and risks
• Growth of the account by adding more rooftops and cross selling service lines

Profile of the Ideal Candidate:

• Calm under pressure and highly organized
• Assertive enough to run calls and push clients when needed
• Operationally sharp—can turn chaos into process
• Comfortable being the face of the company for many clients
• Doesn't need hand-holding

Why 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.