Pinnacle Appoints Customer Success Leader to Elevate Customer Experience

Pinnacle, a leading provider of innovative business management software, is pleased to announce the appointment of Kelly Swan as its new Customer Success Leader. In this strategic role, Kelly will be responsible for leading customer engagement initiatives, enhancing satisfaction, and ensuring long-term value realisation for Pinnacle’s rapidly growing customer base.

Kelly brings over 20 years of experience working with accounting and ERP software solutions, including Sage, with a strong background in consultancy, support, and customer account management. Throughout her career, she has consistently delivered results in customer retention, growth, and advocacy.

As Customer Success Leader, Kelly will align Pinnacle’s operations with customer needs, driving outcomes that maximise the value of their technology investments. Her appointment underscores Pinnacle’s commitment to a customer-first approach across the organisation.

"As we continue to evolve from delivering software and services to delivering exceptional customer outcomes, Kelly’s leadership will be instrumental in helping our customers succeed, and stay, because we truly make a difference in their day-to-day operations,” said Rachel Tindle, Managing Director of Pinnacle.

Rachel continues, “Kelly will prioritise streamlining internal processes, elevating the customer journey, and implementing scalable frameworks aligned with modern subscription-based models, where value realisation is a key measure of success”.

“I’m excited to join Pinnacle’s leadership team at such a transformative time in our journey as the technology solutions division of the K3 Capital Group,” said Kelly Swan. “Our goal is to make customer success a shared responsibility, one that’s deeply embedded in every function of the business.”

In this new role Kelly will play a cross-functional role across all areas of Pinnacle’s business—Sage 200, Sage Intacct, Acumatica, Managed IT Services, and Digital Transformation. She will collaborate with sales, product, services, and support teams to deliver consistent, value-driven experiences that empower customer success. Her leadership will help customers thrive and strengthen Pinnacle’s position as a trusted long-term partner.

“Customer success is not a department, it’s a philosophy,” added Rachel Tindle, Managing Director of Pinnacle. “Kelly brings the experience, energy, and strategic vision to embed that philosophy at scale.”

“At Pinnacle, customer success is at the heart of everything we do. By equipping our people with the tools and mindset to deliver impact, we create lasting value for the businesses we serve.” added Kelly.