Head of Customer Success

Role Overview

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.

What You Will Do

Lead and grow the Customer Success team, own the customer journey after signature, own net revenue retention and churn, build a health score that works, and bring the voice of the customer to Product and Engineering.

Why It Might Be a Fit

You will shape how Pillar takes care of every customer after signature, not just run someone else’s playbook, and have a direct line to the product.

Requirements

• People leaders who care about customers and love a measurable result
• Have led a Customer Success team in B2B SaaS, ideally in a scaleup after product-market fit
• Managed CSMs directly: hiring, coaching, setting goals and helping them grow
• Owned retention numbers: NRR, GRR, churn and expansion, and you can show how they moved
• Built CS operations: segmentation, health scores, onboarding and renewal playbooks
• Are commercially confident: you are comfortable with renewals, upsell and difficult conversations
• Are data-driven: you work with tools like HubSpot and product analytics and act on what you see
• Speak product: you turn customer feedback into clear, prioritised input for Product
• Are AI-native: AI is already part of how you work and how your team takes care of customers

Benefits

• Gross salary 70.000-90.000 €, based on experience
• A real leadership seat: you will shape how Pillar takes care of every customer after signature, not just run someone else’s playbook
• A team to grow: Customer Success Managers who report to you and want to learn from you
• Impact you can measure: retention and expansion are among the numbers that matter most for our next stage
• A direct line to the product: what you hear from customers turns into features and fixes
• Our Barcelona hub, with Italian roots and a team that works across Italy, Spain and beyond
• People who care: a team that celebrates wins together, gives honest feedback and has fun along the way