Team Manager Customer Success | SMB (Milan)

Lexroom Srl; Milano; Ibrido; EUR 70.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health Insurance

Hybrid Work (Milan HQ)

Meal Vouchers

Team Retreats & Off-sites

Stock options (ESOP)

Performance Bonuses

Descrizione del lavoro

Lexroom is seeking a Customer Success Team Manager (SMB) to lead and scale our high-velocity SMB CS engine. You’ll own SMB retention, onboarding, expansion, and coach a fast-growing team in the legal AI space, reporting to CS leadership and partnering with Enterprise CS, Product and Sales.

You’ll drive data-informed decisions, optimize onboarding and renewal playbooks, and balance customer value with commercial metrics (NRR, renewals, expansion) in a hybrid, Milan-area role.

Competenze

• 1–2 years of experience as a Team Lead or People Manager in B2B Customer Success.
• SMB SaaS expertise managing high-volume, fragmented SMB bases at scale.
• Hybrid CS and commercial mindset balancing customer value with commercial metrics (NRR, expansion, renewals).
• Collaborative leadership fostering teamwork, removing roadblocks, and promoting growth.
• Fluency in English and Italian, both spoken and written.

Mansioni

• Strategy & Execution: Own retention, adoption, and expansion for a high-volume SMB base.
• Team Leadership & Development: Hire, coach, and develop team to hit health, retention, and growth targets.
• Playbook Optimization: Build scalable onboarding, engagement, and renewal playbooks for thousands of professionals.
• Cross-Functional Collaboration: Partner with Enterprise CS, Customer Care, Product, and Sales to align GTM efforts.
• Data-Driven Insights: Monitor health signals and churn risks to drive retention and cross-sell initiatives.

Conoscenze

Team leadership

SMB SaaS

Hybrid CS & Commercial

Collaborative leadership

English & Italian

Descrizione del lavoro

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: OTE €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.