Italian-Speaking Senior CSM - Renewals & Expansion

Pillar; Lombardia; Vor Ort; EUR 30.000 - 35.000; Vollzeit

Zusammenfassung

Pillar is building the renewal and expansion motion from the ground up in Europe, hiring for a Commercial Customer Success professional based in Italy. You will own the customer journey before renewal, reconnect customers with value, and lead renewal and upsell conversations to protect recurring revenue.

You will engage customers 90 days before renewal, forecast outcomes, and partner with Sales, CS and Product to remove blockers while driving retention and net revenue retention.

Qualifikationen

• Italian speaker with native-like fluency is mandatory.
• Experience in account management, customer success, renewals, or similar customer-facing role.
• Proactive in seeking commitments and leading commercial conversations.
• Ability to navigate difficult conversations without losing grip on outcomes.
• Balance customer needs with commercial results and keep CRM data accurate.
• Use data and customer signals to prioritize where to focus.
• Measure success by retention, expansion and net revenue retention.

Aufgaben

• 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 issues and handling tough conversations.
• Prioritize accounts using product usage and customer sentiment.
• Track adoption, health and feedback using HubSpot, PostHog, Intercom and Vitally.
• 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 team.

Kenntnisse

Italian speaker

Account Management

Customer Success

Renewals

Churn prevention

CRM data accuracy

Data-driven decisions

Retention focus

Tools

HubSpot

PostHog

Intercom

Vitally

Jobbeschreibung

Pillar is building the renewal and expansion motion from the ground up in Europe, hiring for a Commercial Customer Success professional based in Italy. You will own the customer journey before renewal, reconnect customers with value, and lead renewal and upsell conversations to protect recurring revenue.

You will engage customers 90 days before renewal, forecast outcomes, and partner with Sales, CS and Product to remove blockers while driving retention and net revenue retention.