02 ott - Milano
Pillar
Customer Success Manager - Renewals: Turn customer value into lasting growth.
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Native Italian speaker (mandatory requirement).
Pillar was founded in 2025.
Today, we are 80+ people, serve 900+ 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.
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- 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 will do
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- 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.
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