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Customer Success Manager (Italian Market)- Renewals

Pillar Srl
18 days ago
Full-time
On-site
Barcelona, Catalonia, Spain
€30,000 - €35,000 EUR yearly
Customer Success Manager

About Pillar

Pillar was founded in 2025.

Today, we are 90+ people, serve 1000+ customers, raised €12 million in 2026, and are expanding internationally.

We are building the operating system for construction: helping contractors manage job sites, data, cash flow, and operations through technology, automation, and AI.

Our ambition? To power one in every three construction sites in Europe.

Why join now

  • Our customer base is growing fast and our first major renewal waves are approaching.

  • We are building a proactive, commercial Customer Success motion from the ground up.

  • New products are creating new opportunities to grow with our customers.

  • You will help build our renewal, upsell, and churn-prevention playbook.

  • Your impact will be visible in retention, expansion, and customer trust.

The mission

Protect recurring revenue, expand customer value and prevent avoidable churn.

Own the commercial customer journey before renewal: understand account health, reconnect customers with value, lead renewal and upsell conversations, and act before risk becomes churn.

What You'll Do

  • Proactively engage customers 90 days before renewal and own the action plan.

  • Lead renewal conversations, follow-ups, next steps, and forecasting.

  • Identify upsell opportunities based on customer needs and product value.

  • Prevent churn by understanding the real issue and navigating difficult conversations.

  • Prioritize accounts using product usage and customer sentiment.

  • Use HubSpot, PostHog, Intercom and Vitally to track adoption, health, and feedback.

  • Partner with Customer Success, Sales, Product to remove blockers.

  • Help build scalable renewal and expansion playbooks.

  • Bring customer insights back to the business and Product team.

What You'll Bring

Commercial confidence with genuine customer obsession.

  • You are fluent in Italian (Mandatory requirement).

  • You have experience in Account Management, Customer Success, renewals, or another customer-facing commercial role.

  • You are comfortable asking for commitment and leading commercial conversations.

  • You are proactive: you act before a customer becomes a churn risk.

  • You can navigate difficult conversations without becoming passive or defensive.

  • You care about the customer without losing sight of commercial outcomes.

  • You can manage a portfolio, prioritize risk, and keep CRM data and next steps accurate.

  • You use data and customer signals to decide where to focus.

  • You are comfortable being measured on retention, expansion, and NRR.

Extra Points if you have

  • Experience in B2B SaaS, fintech, vertical software, or SME-focused products.

  • Direct ownership of ren