← All roles

Team Manager Customer Success | SMB (Milan)

Lexroom· Customer Success
Apply on company site
Hybrid (Milan)€70k - €90kFull-timePosted 3w ago

About the role

We are looking for a Customer Success Team Manager (SMB) to lead and scale our high-velocity SMB Customer Success engine in Milan. Own SMB CS execution, drive account health, optimize scalable journeys, and build a high-performing team in the legal AI space.

Responsibilities

  • Strategy & Execution: Own and execute bottom-up retention, adoption, and expansion strategies for a high-volume, fragmented SMB account base.
  • Team Leadership & Development: Hire, manage, and coach team members to achieve target health, retention, and growth metrics (NRR, GRR).
  • Playbook Optimization: Build and refine scalable onboarding, engagement, and renewal playbooks tailored to thousands of legal professionals.
  • Cross-Functional Collaboration: Partner closely with Enterprise CS, Customer Care, Product, and Sales to refine customer feedback loops and align go-to-market efforts.
  • Data-Driven Insights: Monitor account health signals, usage patterns, and churn risks to proactively implement retention and cross-sell initiatives.

Qualifications

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

Skills

Required:Team leadershipB2B SaaSCustomer success metricsCommunication in English and Italian

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 to ensure peace of mind.
  • Performance Bonuses: Rewards tied directly to measurable results.
  • Meal Vouchers: Daily support to make your lunch breaks easier.
  • Team Retreats & Off-sites: Dedicated time to connect, collaborate, and spark bold ideas.
Last updated Sep 30, 2026. Interested? Apply on the company site.

About Lexroom

Lexroom | AI per Avvocati

Lexroom è il partner AI progettato per amplificare il tuo giudizio professionale: unisce la profondità della ricerca giuridica alla potenza dell'analisi dati, per offrirti precisione, velocità e affidabilità.

AIAnalisi documentaleLexroom per AvvocatiLexroom per AziendeLexroom per CommercialistiLexroom per Consulenti del lavoroLexroom per NotaiLexroom per Pubblica Amministrazione
Company profileWebsite

More open roles at Lexroom