Team Manager Customer Success | SMB (Milan)

Lexroom Srl; Lombardia; Hybride; EUR 70 000 - 90 000; Plein temps

Avantages offerts par ce poste

Hybrid work

Health insurance

Performance bonuses

Meal vouchers

Team retreats & off-sites

Stock options

Résumé du poste

Lexroom is seeking a Customer Success Team Manager (SMB) to lead and scale our high-velocity SMB CS engine in a hybrid work model. You will own retention, onboarding, and renewal playbooks while building a high-performing team that drives customer health and expansion across a rapidly growing legal AI platform.

The role requires 1–2 years of SMB CS leadership, a hybrid CS/commercial mindset, and fluency in English and Italian. Based in Milan with in-office collaboration several days weekly.

Qualifications

• 1–2 years of experience as a Team Lead or People Manager in B2B Customer Success.
• SMB SaaS expertise managing high-volume SMB accounts at scale.
• Hybrid CS and commercial mindset with a focus on value, adoption and commercial metrics.
• Collaborative leadership with a focus on supporting team execution and growth.
• Fluency in English and Italian, written and spoken.

Responsabilités

• Lead and scale the SMB CS engine, driving retention and expansion.
• Hire, coach, and develop the team to hit health, retention and growth metrics (NRR/GRR).
• Build scalable onboarding, engagement and renewal playbooks for thousands of users.
• Collaborate with Enterprise CS, Customer Care, Product and Sales to align feedback and GTM efforts.
• Monitor health signals and churn risk to drive retention and cross-sell initiatives.

Connaissances

Team leadership

SaaS SMB

CS & commercial mindset

Collaborative leadership

English & Italian

Description du poste

At Lexroom we set the bar for legal AI - clear, fast, and built for trust.
In just a few years, what began as an idea has become a reliable platform adopted by thousands of legal professionals across Europe.
Our mission is clear: make the law faster, clearer, and more reliable , giving lawyers, law firms, and companies the time and confidence to focus on what truly matters.
We’re scaling rapidly, backed by top-tier investors and a world-class team dedicated to rigor, clarity, and impact.
Today, Lexroom is a trusted partner , shaping the future of legal AI with discipline and purpose.

Why Lexroom ?

• Shape the Standard: Be part of the team setting the benchmark for legal AI in Europe.

• Work with the Best: Collaborate with exceptional colleagues in a culture that values competence, curiosity, and ambition.

• Deliver Meaningful Results: Your contribution will directly influence how legal professionals work—faster, clearer, and more efficiently.

At Lexroom, we leave buzzwords behind. Here, you’ll build something that lasts: a trusted platform, a strong reputation, a new standard for the legal world.

The Role

We are looking for a Customer Success Team Manager (SMB) to lead and scale our high-velocity SMB Customer Success engine.

In this role, you will take full ownership of our SMB CS execution: driving account health, optimizing scalable customer journeys, and building a high-performing team in the legal AI space. You will report directly to CS Leadership and work closely with cross-functional teams to maximize customer retention and expansion.

Key Responsibilities

• Strategy & Execution: Own and execute bottom-up retention, adoption, and expansion strategies for a high-volume, fragmented SMB account base.

• Team Leadership & Development: Hire, manage, and coach team members to achieve target health, retention, and growth metrics (NRR, GRR).

• Playbook Optimization: Build and refine scalable onboarding, engagement, and renewal playbooks tailored to thousands of legal professionals.

• Cross-Functional Collaboration: Partner closely with Enterprise CS, Customer Care, Product, and Sales to refine customer feedback loops and align go-to-market efforts.

• Data-Driven Insights: Monitor account health signals, usage patterns, and churn risks to proactively implement retention and cross-sell initiatives.

What We Are Looking For

• 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, fragmented SMB customer bases at scale.

• Hybrid CS & Commercial Mindset: Strong balance between driving customer value/product adoption and owning commercial metrics (NRR, expansion, renewals).

• Collaborative Leadership: A peer-partnership mindset focused on supporting team execution, removing roadblocks, and fostering professional growth.

• Language Skills: Fluency in both English and Italian (spoken and written).

What Sets Us Apart

An Exceptional Team
At Lexroom, you’ll work alongside top talent in tech and legal AI.
Our focused teams operate with purpose and autonomy, so every contribution delivers visible results.
You’ll collaborate with people who pair innovation with rigor, curiosity with discipline, ambition with depth.
Growth that Matters
We hire exceptional people to make a difference - and we give them space to lead.
Your work will shape the future of legal technology and set new standards for the field.
Impact is defined by vision and execution, not by age or title. If you’re ready to take responsibility, you’ll find real opportunities to grow and lead high-stakes projects.

Rewarding Your Contribution

• Competitive Compensation: €70,000 – €90,000 gross annual base salary + stock options (ESOP) package.

Benefits That Matter

• Hybrid Work: Split your time between working from home and collaborating in our Milan HQ at least three days a week, with flexibility.

• Health Insurance: Comprehensive coverage to ensure peace of mind.

• Performance Bonuses: Rewards tied directly to measurable results.

• Meal Vouchers: Daily support to make your lunch breaks easier.

• Team Retreats & Off-sites: Dedicated time to connect, collaborate, and spark bold ideas.

At Lexroom , ambition meets discipline and purpose.
We’re not just building a product—we’re setting a new standard for the legal world. If you’re ready to contribute to something lasting and meaningful, we’d love to hear from you.