Team Manager Customer Success | SMB (Milan)

The role

You will lead and scale the SMB Customer Success engine. You will own retention, adoption, and expansion strategies while managing and coaching a team.

What you will do

• Own and execute bottom-up retention, adoption, and expansion strategies for SMB accounts.
• Hire, manage, and coach team members to achieve target health, retention, and growth metrics.
• Build and refine scalable onboarding, engagement, and renewal playbooks.
• Partner with Enterprise CS, Customer Care, Product, and Sales to refine customer feedback loops.
• Monitor account health signals, usage patterns, and churn risks to implement retention and cross-sell initiatives.

Required qualifications

• 1–2 years of experience as a Team Lead or People Manager in B2B Customer Success.
• Proven track record in B2B SaaS managing high-volume, fragmented SMB customer bases at scale.
• Strong balance between driving customer value/product adoption and owning commercial metrics (NRR, expansion, renewals).
• Peer-partnership mindset focused on supporting team execution, removing roadblocks, and fostering professional growth.
• Fluency in both English and Italian (spoken and written).

Benefits

• Hybrid Work: Split your time between working from home and collaborating in our Milan HQ at least three days a week, with flexibility.
• Health Insurance: Comprehensive coverage.
• Performance Bonuses: Rewards tied directly to measurable results.
• Meal Vouchers: Daily support.
• Team Retreats & Off-sites.

About the company

Lexroom is a legal AI platform adopted by thousands of legal professionals across Europe. The company aims to make the law faster, clearer, and more reliable.