Italian Market Customer Success Manager - Renewals & Growth

Pillar; Barcelona; On-site; EUR 30,000 - 35,000; Full time

Benefits offered by this job

Base salary €30k-€35k gross annually

Bonus linked to net revenue retention

Based in Milan or Barcelona

Cross-functional collaboration

Job summary

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.

Qualifications

• 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)

Responsibilities

• 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

Skills

Account Management

Customer Success

Renewals

Commercial conversations

CRM management

Tools

HubSpot

Intercom

PostHog

Vitally

Job description

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.