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 missionProtect 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 forCommercial confidence with genuine customer obsession.

You are a

native Italian speaker

(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 .

Nice to have

Experience in

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

Direct ownership of renewals, upsell, or churn prevention.





Experience managing high-volume customer portfolios.

How we work at PillarAt Pillar, everyone rows in the same direction.

When one person accelerates, the whole team moves faster.

We move fast, raise the bar and take ownership.

Customer 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.

Pillar is not for you if you prefer reactive account management, avoid commercial tension, or see renewals as an administrative deadline.

What we offer

The opportunity to

build Pillar’s renewal and expansion motion from the ground up .

Real ownership of customer and revenue outcomes.

€30,000-€35,000 gross annual base salary , depending on experience and location.

Variable bonus linked to

net revenue retention .

Based in

Milan or Barcelona .

Close collaboration with Customer Success leadership and cross-functional teams.

Real responsibility, autonomy, and room to grow as Pillar scales.

Our hiring process

30-min Talent Call : Experience, motivation and ambitions.

Role Interview + Business Case : Meet the Customer Success team and work through a real customer scenario.

Final Interview : Meet our CTO.

Fast, transparent and with feedback at every step.One last thingThe best renewal conversations don’t start when a contract is about to expire.

They start when someone notices early, asks the right question and reconnects the customer with value.#J-18808-Ljbffr

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