Customer Success Manager
Pubblicato il 04-10-2026 - Altro in Milano
Customer Success Manager - Renewals: Turn customer value into lasting growth.
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.
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
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.
Who we are looking for
Commercial confidence with genuine customer obsession.
You are a native Italian speaker (Mandatory requirement).
You have experience in Account Management, Cus