Customer Success Manager - Renewals

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

Benefits offered by this job

Growth opportunities

Ownership of renewal and expansion

Cross-functional collaboration with CS

Job summary

Pillar is building the renewal and expansion motion for B2B customers. You will own the commercial customer journey before renewal—understand account health, reconnect customers with value, and lead renewal and upsell conversations.

Expect proactive engagement 90 days before renewal, forecasting, and identification of upsell opportunities. You will prevent churn by addressing real issues and collaborating with CS, Sales and Product using HubSpot, PostHog, Intercom and Vitally.

Qualifications

• Italian language at native-like level is mandatory.
• Experience in Account Management, Customer Success, renewals, or a similar customer-facing commercial role.
• Comfortable asking for commitment and leading commercial conversations.
• Proactive: act before a customer becomes a churn risk.
• Able to navigate difficult conversations without passive or defensive behavior.
• Care about customers while achieving commercial outcomes.
• Able to manage a portfolio, prioritize risk, and keep CRM data accurate.
• Use data and customer signals to decide where to focus.
• Measured on retention, expansion, and net revenue retention.

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 CS, Sales and Product to remove blockers.
• Help build scalable renewal and expansion playbooks.
• Bring customer insights back to the business and Product team.

Skills

Italian speaker

Account Management

Customer Success

Renewals

CRM data

Data-driven decisions

Portfolio management

Retention focus

NRR focus

Tools

HubSpot

PostHog

Intercom

Vitally

Job description

About Pillar

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.

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 an Italian speaker on a native-like level (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.