Brochure – CSM Roles

Customer Success Roles




Customer Success Managers (CSM)

CSMs partner with our clients throughout the lifespan of their subscription to drive value and success by ensuring alignment between their goals and the Pinnacle Series platform. They are the main point of contact for our clients and assist with things like goalsetting and understanding how the solution will fit into your organization.

Implementation Specialist (IS)

The IS role involves defining goals and project plans regarding implementing Pinnacle Series into a new organization; they are there to facilitate projects during the onboarding phase and after the platform to the company. The IS provides guidance during the entire onboarding of a new customer, assists customers in identifying and mitigating barriers to adoption, coordinates project tasks, manages timelines of the identified projects, and holds project resources accountable for meeting established deadlines.

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Customer Success Technical Specialist (CSTS)

These team members are experts in the technical aspects of Pinnacle Series. They assist in configuration, troubleshooting, training, and overall support of the platform.

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The CSM is your main point of contact. They will partner with you to define what success looks like and drive value out of your subscription.


The IS will monitor your progress, provide updates to stakeholders, and utilize best practices throughout project execution, with the goal of measuring project performance and identifying areas for improvement.


The CSTS will become engaged with your team any time a technical need arises. Clients typically engage with a CSTS during implementation, any significant changes they wish to make to the platform, any major changes to managing users, training new team members, and troubleshooting any challenges that may arise.

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