head of customer success in construction fintech

Pillar is building a financial operating system for the construction industry, combining AI, automation, and modern software to address slow, fragmented processes. More than 1,000 construction companies use Pillar to manage their finances, job sites, and documents.

• Lead and grow the Customer Success team, whose members report directly to you
• Own the customer journey after signature, including onboarding, adoption, renewals, and upsell
• Own net revenue retention and churn, with clear targets and a plan to reach them
• Build an effective health score using product usage and sentiment, and act early on at-risk accounts
• Prepare the team for renewal waves with playbooks that start well before the renewal date
• Bring the voice of the customer to Product and Engineering, and help prioritize what matters most
• Work closely with Sales, Support, and Product to provide every customer with a consistent experience

• Experience leading a Customer Success team in B2B SaaS, ideally at a scaleup after product-market fit
• Direct experience managing CSMs, including hiring, coaching, setting goals, and supporting their growth
• Experience owning retention metrics, including NRR, GRR, churn, and expansion, and demonstrating how they changed
• Experience building CS operations, including segmentation, health scores, onboarding, and renewal playbooks
• Commercial confidence with renewals, upsell, and difficult conversations
• Data-driven approach, experience with tools such as HubSpot and product analytics, and ability to act on insights
• Ability to turn customer feedback into clear, prioritized input for Product
• AI is already part of how you work and how your team supports customers
• Native or fluent Italian and professional English
• Based in Barcelona or willing to relocate
• Будет плюсом: experience with customers in several countries, vertical SaaS, fintech, or construction

• Gross salary 70.000-90.000 €, based on experience
• Relocation to Barcelona is an option
• Business case prepared at home (3 to 4 hours)
• Business case presentation with Lorenzo (1 hour, online)