ph3Customer Success Manager - Renewals: Turn customer value into lasting growth. /h3 h3Native Italian speaker (mandatory requirement). /h3 pPillar was founded in 2025. /p pToday, we are b80+ people, serve 900+ customers, raised €12 million in 2026 /b, and are expanding internationally. /p pWe are building the operating system for construction: helping contractors manage job sites, data, cash flow, and operations through technology, automation, and AI. /p h3Our ambition? To power one in every three construction sites in Europe. /h3 ul liOur customer base is growing fast and our first major renewal waves are approaching. /li liWe are building a proactive, commercial Customer Success motion from the ground up. /li liNew products are creating new opportunities to grow with our customers. /li liYou will help build our renewal, upsell, and churn-prevention playbook. /li liYour impact will be visible in bretention, expansion, and customer trust. /b /li /ul h3The mission /h3 pbProtect recurring revenue, expand customer value and prevent avoidable churn. /b /p pOwn the commercial customer journey before renewal: bunderstand account health, reconnect customers with value, lead renewal and upsell conversations, and act before risk becomes churn. /b /p h3What you will do /h3 ul liProactively engage customers b90 days before renewal /b and own the action plan. /li liLead renewal conversations, follow-ups, next steps, and forecasting. /li liIdentify upsell opportunities based on customer needs and product value. /li liPrevent churn by understanding the real issue and navigating difficult conversations. /li liPrioritize accounts using bproduct usage and customer sentiment /b. /li liUse bHubSpot, PostHog,



Intercom /b and bVitally /bto track adoption, health, and feedback. /li liPartner with Customer Success, Sales, Product to remove blockers. /li liHelp build scalable brenewal and expansion playbooks /b. /li liBring customer insights back to the business and Product team. /li /ul h3Who we are looking for /h3 pbCommercial confidence with genuine customer obsession. /b /p ul liYou are a bnative Italian speaker /b (Mandatory requirement). /li liYou have experience in bAccount Management, Customer Success, renewals, or another customer-facing commercial role /b. /li liYou are comfortable asking for commitment and leading commercial conversations. /li liYou are proactive: you act before a customer becomes a churn risk. /li liYou can navigate difficult conversations without becoming passive or defensive. /li liYou care about the customer bwithout losing sight of commercial outcomes /b. /li liYou can manage a portfolio, prioritize risk, and keep CRM data and next steps accurate. /li liYou use data and customer signals to decide where to focus. /li liYou are comfortable being measured on bretention, expansion, and NRR /b. /li /ul h3Nice to have /h3 ul liExperience in bB2B SaaS, fintech, vertical software, or SME-focused products /b. /li liDirect ownership of renewals, upsell, or churn prevention.



/li liExperience managing high-volume customer portfolios. /li /ul h3How we work at Pillar /h3 pAt Pillar, everyone rows in the same direction. bWhen one person accelerates, the whole team moves faster. /b /p pWe move fast, raise the bar and take ownership. /p pCustomer obsession does not mean saying yes to everything. It means understanding what customers need, being honest about what creates value, and owning the next step. /p h3Pillar is not for you if you prefer reactive account management, avoid commercial tension, or see renewals as an administrative deadline. /h3 h3What we offer /h3 ul liThe opportunity to bbuild Pillar’s renewal and expansion motion from the ground up /b. /li liReal ownership of customer and revenue outcomes. /li lib€30,000-€35,000 gross annual base salary /b, depending on experience and location. /li liVariable premio linked to bnet revenue retention /b. /liliBased in bMilan or Barcelona /b. /li liClose collaboration with Customer Success leadership and cross-functional teams. /li liReal responsibility, autonomy, and room to grow as Pillar scales. /li /ul h3Our hiring process /h3 ul lib30-min Talent Call /b: Experience, motivation and ambitions. /li libRole Interview + Business Case /b: Meet the Customer Success team and work through a real customer scenario. /li libFinal Interview /b: Meet our CTO. /li /ul h3Fast, transparent and with feedback at every step. /h3 h3One last thing /h3 pThe best renewal conversations don’t start when a contract is about to expire. /p h3They start when someone notices early, asks the right question and reconnects the customer with value. /h3 /p #J-18808-Ljbffr

📌 Customer Success Manager - Renewals (Milano)
🏢 Pillar
📍 Milano