Customer Success Leader: Grow Retention & Expansion

Pillar; Barcelona; Hybrid; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Barcelona hub

Leadership role

Growth opportunities

Impact metrics

Job summary

Pillar in Barcelona seeks a Head of Customer Success who loves building teams and delivering real value to customers. You will own retention, expansion, and the customer journey after sign-off, shaping a measurable engine for growth.

You will lead CS managers, collaborate with Sales, Support and Product, and use data to improve NRR, reduce churn, and drive revenue. Fluency in Italian + English, Spanish a plus; relocate to Barcelona is expected.

Qualifications

• You have led a Customer Success team in B2B SaaS, ideally in a scaleup after product-market fit.
• You have managed CSMs directly: hiring, coaching, setting goals and helping them grow.
• You have owned retention numbers: NRR, GRR, churn and expansion, and you can show how they moved.
• You have built CS operations: segmentation, health scores, onboarding and renewal playbooks.
• You are commercially confident: you are comfortable with renewals, upsell and difficult conversations.
• You are data-driven: you work with tools like HubSpot and product analytics and act on what you see.

Responsibilities

• Lead and grow the Customer Success team, who report directly to you.
• Own the customer journey after signature: onboarding, adoption, renewals and upsell.
• Own net revenue retention and churn, with clear targets and a plan to reach them.
• Build a health score that works, using product usage and sentiment, and act early on accounts at risk.
• Prepare the team for the renewal waves, with playbooks that start well before the renewal date.
• Bring the voice of the customer to Product and Engineering, and help prioritise what matters most.
• Work side by side with Sales, Support and Product, so every customer has one clear experience.

Skills

People leadership

Team building

Retention focus

Data-driven

Customer-centric

B2B SaaS

Tools

HubSpot

Product analytics

Job description

Pillar in Barcelona seeks a Head of Customer Success who loves building teams and delivering real value to customers. You will own retention, expansion, and the customer journey after sign-off, shaping a measurable engine for growth.

You will lead CS managers, collaborate with Sales, Support and Product, and use data to improve NRR, reduce churn, and drive revenue. Fluency in Italian + English, Spanish a plus; relocate to Barcelona is expected.