Customer Success Manager (Italian Market)- Renewals

Pillar; Barcelona; In loco; EUR 30.000 - 35.000; Tempo pieno

Vantaggi offerti da questo lavoro

Base salary €30k-€35k gross annually

Bonus linked to net revenue retention

Based in Milan or Barcelona

Cross-functional collaboration

Descrizione del lavoro

Pillar is seeking a customer-focused professional to own renewals and drive expansion for a growing base in Europe. You will engage customers well before renewal, lead renewal discussions, and identify upsell opportunities while prioritizing risk and retention metrics.

You will collaborate with Customer Success, Sales, and Product to remove blockers, build renewal playbooks, and reconnect customers with value. Based in Milan or Barcelona, the role combines ownership with growth opportunities.

Competenze

• Fluent in Italian (Mandatory)
• Experience in Account Management, Customer Success, renewals, or another customer-facing commercial role
• Comfortable asking for commitment and leading commercial conversations
• Proactive: act before a customer becomes churn risk
• Navigate difficult conversations without losing composure
• Care about the customer while achieving commercial outcomes
• Manage a portfolio, prioritize risk, keep CRM data and next steps accurate
• Use data and customer signals to decide where to focus
• Measured on retention, expansion, and Net Revenue Retention (NRR)

Mansioni

• Proactively engage customers 90 days before renewal and own the action plan
• Lead renewal conversations, follow-ups, next steps, and forecasting
• Identify upsell opportunities based on customer needs and product value
• Prevent churn by understanding the real issue and navigating conversations
• Prioritize accounts using product usage and customer sentiment
• Use HubSpot, PostHog, Intercom and Vitally to track adoption, health, and feedback
• Partner with Customer Success, Sales, Product to remove blockers
• Help build scalable renewal and expansion playbooks
• Bring customer insights back to the business and Product team

Conoscenze

Account Management

Customer Success

Renewals

Commercial conversations

CRM management

Strumenti

HubSpot

Intercom

PostHog

Vitally

Descrizione del lavoro

About Pillar

Pillar was founded in 2025.

Today, we are 90+ people, serve 1000+ customers, raised €12 million in 2026, and are expanding internationally.

We are building the operating system for construction: helping contractors manage job sites, data, cash flow, and operations through technology, automation, and AI.

Our ambition? To power one in every three construction sites in Europe.

Why join now

• Our customer base is growing fast and our first major renewal waves are approaching.

• We are building a proactive, commercial Customer Success motion from the ground up.

• New products are creating new opportunities to grow with our customers.

• You will help build our renewal, upsell, and churn-prevention playbook.

• Your impact will be visible in retention, expansion, and customer trust.

The mission

Protect recurring revenue, expand customer value and prevent avoidable churn.

Own the commercial customer journey before renewal: understand account health, reconnect customers with value, lead renewal and upsell conversations, and act before risk becomes churn.

What You'll Do

• Proactively engage customers 90 days before renewal and own the action plan.

• Lead renewal conversations, follow-ups, next steps, and forecasting.

• Identify upsell opportunities based on customer needs and product value.

• Prevent churn by understanding the real issue and navigating difficult conversations.

• Prioritize accounts using product usage and customer sentiment.

• Use HubSpot, PostHog, Intercom and Vitally to track adoption, health, and feedback.

• Partner with Customer Success, Sales, Product to remove blockers.

• Help build scalable renewal and expansion playbooks.

• Bring customer insights back to the business and Product team.

What You'll Bring

Commercial confidence with genuine customer obsession.

• You are fluent in Italian (Mandatory requirement).

• You have experience in Account Management, Customer Success, renewals, or another customer-facing commercial role.

• You are comfortable asking for commitment and leading commercial conversations.

• You are proactive: you act before a customer becomes a churn risk.

• You can navigate difficult conversations without becoming passive or defensive.

• You care about the customer without losing sight of commercial outcomes.

• You can manage a portfolio, prioritize risk, and keep CRM data and next steps accurate.

• You use data and customer signals to decide where to focus.

• You are comfortable being measured on retention, expansion, and NRR.

Extra Points if you have

• Experience in B2B SaaS, fintech, vertical software, or SME-focused products.

• Direct ownership of renewals, upsell, or churn prevention.

• Experience managing high-volume customer portfolios.

How we work at Pillar

At Pillar, everyone rows in the same direction. When one person accelerates, the whole team moves faster.

We move fast, raise the bar and take ownership.

Customer obsession does not mean saying yes to everything. It means understanding what customers need, being honest about what creates value, and owning the next step.

Pillar is not for you if you prefer reactive account management, avoid commercial tension, or see renewals as an administrative deadline.

What we offer

• The opportunity to build Pillar’s renewal and expansion motion from the ground up.

• Real ownership of customer and revenue outcomes.

• €30,000-€35,000 gross annual base salary, depending on experience and location.

• Variable bonus linked to net revenue retention.

• Based in Milan or Barcelona.

• Close collaboration with Customer Success leadership and cross-functional teams.

• Real responsibility, autonomy, and room to grow as Pillar scales.

Our hiring process

1. 30-min Talent Call: Experience, motivation and ambitions.

2. Role Interview + Business Case: Meet the Customer Success team and work through a real customer scenario.

3. Final Interview: Meet our CTO.

Fast, transparent and with feedback at every step.

One last thing

The best renewal conversations don’t start when a contract is about to expire.

They start when someone notices early, asks the right question and reconnects the customer with value.