ph3Customer Success Manager - Renewals: Turn customer value into lasting growth.
/h3 h3Native Italian speaker (mandatory requirement).
/h3 pPillar was founded in ****.
/p pToday, we are b80+ people, serve 900+ customers, raised €12 million in **** /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-*****-Ljbffr

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