SMB Customer Success Team Lead | Hybrid (Milan)

Lexroom.ai; Milano; Hybride; EUR 70 000 - 90 000; Plein temps

Avantages offerts par ce poste

Stock options

Health insurance

Meal vouchers

Team retreats

Hybrid work

Résumé du poste

Lexroom is seeking a Customer Success Team Manager (SMB) to lead and scale our high-velocity SMB CS engine across Europe. You will own retention, adoption, and expansion strategies and build a high-performing team serving thousands of legal professionals.

You will report to CS Leadership and collaborate with Enterprise CS, Customer Care, Product, and Sales to refine onboarding, engagement, and renewal playbooks, monitor health signals, and drive cross-sell opportunities from our Milan HQ with a

Qualifications

• 1–2 years of experience as a Team Lead or People Manager in B2B Customer Success.
• SMB SaaS Expertise: Proven track record in B2B SaaS managing high-volume SMB bases.
• Hybrid CS & Commercial Mindset: Balance customer value with commercial metrics.
• Collaborative Leadership: Peer-supportive leadership style.
• Language Skills: Fluency in English and Italian.

Responsabilités

• Strategy & Execution: Own retention, adoption and expansion strategies for SMB base.
• Team Leadership & Development: Hire, coach, and develop team members to targets.
• Playbook Optimization: Build scalable onboarding, engagement, and renewal playbooks.
• Cross-Functional Collaboration: Partner with Enterprise CS, Care, Product, and Sales.
• Data-Driven Insights: Monitor signals and drive retention and cross-sell initiatives.

Connaissances

Team Leadership

SMB SaaS

Hybrid CS & Commercial

Collaborative Leadership

English/Italian

Description du poste

Lexroom is seeking a Customer Success Team Manager (SMB) to lead and scale our high-velocity SMB CS engine across Europe. You will own retention, adoption, and expansion strategies and build a high-performing team serving thousands of legal professionals.

You will report to CS Leadership and collaborate with Enterprise CS, Customer Care, Product, and Sales to refine onboarding, engagement, and renewal playbooks, monitor health signals, and drive cross-sell opportunities from our Milan HQ with a