Pinnacle Building Services, Inc

Customer Success Manager

• Own the day-to-day relationship for an assigned regional portfolio of Health Navigator clients
• Serve as the primary contact for group benefit clients, brokers, consultants, and strategic partners
• Partner with sales and internal teams to understand client needs, support product positioning, and establish coordinated service plans
• Lead clients through implementation, enrollment, launch, training, and ongoing service
• Build trusted relationships through business reviews and check-ins focused on satisfaction, utilization, engagement, retention, and growth
• Coordinate across sales, operations, service, marketing, technical support, and other partners
• Identify, own, and drive timely resolution of complex or escalated issues
• Develop and deliver client, broker, consultant, and sales education through webinars, meetings, benefit fairs, and other engagement activities
• Collaborate on communication campaigns and educational materials
• Monitor eligibility, implementation milestones, utilization, service performance, and satisfaction
• Translate findings into reporting and actionable recommendations
• Bring the voice of the client to internal teams and contribute ideas to strengthen offerings, processes, and experiences
• Maintain accurate documentation of client interactions, commitments, risks, and opportunities in the client relationship management system

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