Customer Success Manager - Renewals

Pillar; Barcelona; Presencial; EUR 30.000 - 35.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Renewal ownership

Expansion opportunities

Cross-functional collaboration

Growth potential

Descripción de la vacante

Pillar is building the operating system for construction, helping contractors manage sites, data and cash flow. Based in Milan or Barcelona, we are expanding across Europe with 80+ people and a growing customer base.

As Customer Success Manager - Renewals you will own the renewal journey, lead conversations, spot upsell opportunities and prevent churn. You’ll collaborate with CS, Sales and Product to scale renewal playbooks and improve retention and net revenue retention.

Formación

• Native Italian speaker mandatory
• Experience in Account Management or Customer Success or renewals or another customer-facing commercial role
• Able to lead commercial conversations and secure commitments
• Proactive and able to spot churn risk and act early

Responsabilidades

• Engage customers 90 days before renewal and own the action plan
• Lead renewal conversations, follow-ups, and forecast next steps
• Identify upsell opportunities based on customer needs and product value
• Prevent churn by addressing root issues and managing tough conversations
• Prioritize accounts using product usage and customer sentiment
• Use HubSpot, PostHog, Intercom and Vitally to track adoption, health and feedback
• Collaborate with Customer Success, Sales and Product to remove blockers
• Help build scalable renewal and expansion playbooks
• Bring customer insights back to the business and Product teams

Conocimientos

Native Italian speaker

Account management

Customer success

Renewals

Commercial role

Herramientas

HubSpot

PostHog

Intercom

Vitally

Descripción del empleo

Customer Success Manager - Renewals: Turn customer value into lasting growth.

Native Italian speaker (mandatory requirement).

Pillar was founded in 2025.

Today, we are 80+ people, serve 900+ 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.

• 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 will 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.

Who we are looking for

Commercial confidence with genuine customer obsession.

• You are a native Italian speaker (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.

Nice to 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

• 30-min Talent Call: Experience, motivation and ambitions.
• Role Interview + Business Case: Meet the Customer Success team and work through a real customer scenario.
• 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.