We are looking for a Head of Customer Success who loves people who build things, believes every customer should get real value from Pillar and wants to grow a team that customers trust. Why join now Over 1000 construction companies run their numbers, job sites and documents on Pillar. Our Customer Success team takes care of them from the day they sign: onboarding, adoption, renewals and upsell. Now the first big renewal waves are coming, new modules are launching and we are growing abroad. We need someone who turns a fast-growing team into a clear, measurable engine for retention and growth. The mission Make every customer successful with Pillar: lead and grow the Customer Success team, own retention and expansion, and make sure what customers live every day reaches the people who build the product. What you will do Lead and grow the Customer Success team, who report directly to you. Own the customer journey after signature: onboarding, adoption, renewals and upsell. Own net revenue retention and churn, with clear targets and a plan to reach them. Build a health score that works,



using product usage and sentiment, and act early on accounts at risk. Prepare the team for the renewal waves, with playbooks that start well before the renewal date. Bring the voice of the customer to Product and Engineering, and help prioritise what matters most. Work side by side with Sales, Support and Product, so every customer has one clear experience. Who we are looking for People leaders who care about customers and love a measurable result You have led a Customer Success team in B2B SaaS, ideally in a scaleup after product-market fit. You have managed CSMs directly: hiring, coaching, setting goals and helping them grow. You have owned retention numbers: NRR, GRR, churn and expansion, and you can show how they moved. You have built CS operations: segmentation, health scores, onboarding and renewal playbooks. You are commercially confident: you are comfortable with renewals, upsell an

📌 Head of Customer Success (Barcelona)
🏢 Pillar
📍 Barcelona