Head of Customer Success — Retention & Growth Leader

Pillar; Bellprat; On-site; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Leadership role

Team to grow

Measurable impact

Direct line to product

Barcelona hub

Job summary

Pillar is seeking a Head of Customer Success to lead and grow a team serving 1000+ customers in the construction sector. You will own onboarding, adoption, renewals and upsell to ensure high retention and expansion, while integrating AI-driven insights into the customer journey.

You will collaborate with Product, Sales and Support to create a single, customer-centric experience. Based in Barcelona or willing to relocate, you will shape CS strategy for our rapid growth in Europe.

Qualifications

• Led a CSM/CS team in B2B SaaS, scale-up after product-market fit.
• Managed CSMs: hiring, coaching, goals.
• Owned retention metrics: NRR, churn, expansion.
• Built CS operations: onboarding, renewal playbooks.

Responsibilities

• Lead and grow the CS team reporting to you.
• Own onboarding, adoption, renewals and upsell.
• Own net revenue retention and churn targets.
• Build health score from product usage and sentiment.
• Prepare team for renewal waves with playbooks.
• Bridge customer feedback to Product and Engineering.
• Coordinate with Sales, Support and Product for a unified experience.

Skills

People leadership

CSM management

Retention analytics

Data-driven

Product feedback

AI-native

B2B SaaS

Spanish

Italian

English

Tools

HubSpot

Product analytics

Job description

Pillar is seeking a Head of Customer Success to lead and grow a team serving 1000+ customers in the construction sector. You will own onboarding, adoption, renewals and upsell to ensure high retention and expansion, while integrating AI-driven insights into the customer journey.

You will collaborate with Product, Sales and Support to create a single, customer-centric experience. Based in Barcelona or willing to relocate, you will shape CS strategy for our rapid growth in Europe.