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Salary: EUR 30,000 - 35,000 / annual
Pillar is building the operating system for construction, helping contractors manage job sites, data, cash flow, and operations through technology, automation, and AI. Founded in 2025, the company now has 80+ employees, serves 900+ customers, and raised €12 million in 2026. They are expanding internationally with ambitions to power one in every three construction sites in Europe.
As Customer Success Manager - Renewals, you will own the commercial customer journey before renewal, protecting recurring revenue and expanding customer value. Your responsibilities include:
- 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 root issues and navigating difficult conversations
- Prioritize accounts using product usage and customer sentiment data
- Use HubSpot, PostHog, Intercom, and Vitally to track adoption, health, and feedback
- Partner with Customer Success, Sales, and Product teams to remove blockers
- Help build scalable renewal and expansion playbooks
- Bring customer insights back to the business and Product team
You will be measured on retention, expansion, and net revenue retention (NRR). This is a ground-floor opportunity to build Pillar's renewal and expansion motion from the ground up with real ownership of customer and revenue outcomes.
REQUIREMENTS:
- Native Italian speaker (mandatory)
- Experience in Account Management, Customer Success, renewals, or another customer-facing commercial role
- Commercial confidence with genuine customer obsession
- Comfortable asking for commitment and leading commercial conversations
- Proactive approach—act before a customer becomes a churn risk
- Ability to navigate difficult conversations without becoming passive or defensive
- Portfolio management skills with ability to prioritize risk and maintain accurate CRM data
- Data-driven decision making using customer signals
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
