Senior Customer Success & Enablement Manager

About the Company

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, helping HR and L&D leaders deliver lasting behavior change at scale.

Responsibilities

• Drive adoption as a strategic advisor by facilitating stakeholder alignment and designing custom communication sequences.
• Manage the day-to-day customer experience, including weekly/monthly check-ins and executive reporting for enterprise accounts.
• Run QBRs, executive business reviews, and onsite visits in partnership with the CEO.
• Build and systematize the CS function by implementing automation using AI tools and no-code platforms like Zapier and HubSpot.
• Create standardized onboarding templates, email sequences, and reporting infrastructure.

Requirements

• 5+ years of experience managing complex stakeholder relationships with HR or L&D stakeholders.
• Genuine AI fluency and active use of AI tools in daily workflows.
• Hands-on experience building automation and workflows using tools like Zapier, HubSpot, or agentic AI tools.
• Proven change management expertise and ability to navigate organizational resistance.
• Strong executive presence and ability to communicate with C-suite stakeholders.
• Exceptional written communication skills for drafting rollout announcements and communications.
• Extreme ownership mentality with the ability to build processes from scratch.

Preferred Qualifications

• Experience in HR technology.
• Experience with basic data analysis.
• Consulting, MBA, or client-services background.
• Experience at an early-stage startup.
• Familiarity with tools like Claude, Linear, HubSpot, Customer.io, Notion, or Zapier.