Italian-Speaking Customer Success & Renewal Lead

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

Ventajas ofrecidas por este puesto de trabajo

Growth opportunities

Ownership of renewal and expansion

Cross-functional collaboration with CS

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Italian speaker

Account Management

Customer Success

Renewals

CRM data

Data-driven decisions

Portfolio management

Retention focus

NRR focus

Herramientas

HubSpot

PostHog

Intercom

Vitally

Descripción del empleo

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.