Team Manager, Customer Success – SMB

LexRoom Arbitration Support

. Own and execute retention, adoption, and expansion strategies for a high-volume SMB account base .

Posted 9/23/2026full-timeMilan • ItalyJunior💰 €70,000 - €90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing B2B Customer Success for high-volume SMB accounts, focusing on retention, adoption, and expansion strategies. Proficient in building scalable onboarding and engagement processes while collaborating effectively with cross-functional teams.

Highest-signal resume keywords

B2B Customer Success ManagementTeam LeadershipRetention StrategiesFluency in English and ItalianSaaS Product Adoption

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementCustomer RetentionChurn Risk MonitoringOnboarding Playbook DevelopmentEngagement Strategy ImplementationCross-Sell InitiativesData AnalysisPerformance ReportingGrowth Target AchievementCustomer Value Focus

Soft Skills

Collaborative LeadershipCoaching and MentoringCommunication SkillsProblem-SolvingInterpersonal Skills

Industry Keywords

SMB Account BaseB2B SaaSNet Revenue Retention (NRR)Customer EngagementCustomer Success Leadership

About the role

Key responsibilities & impact

Own and execute retention, adoption, and expansion strategies for a high-volume SMB account base
Hire, manage, and coach team members toward health, retention, and growth targets
Build and refine scalable onboarding, engagement, and renewal playbooks
Partner with Enterprise CS, Customer Care, Product, and Sales
Monitor account health signals, usage patterns, and churn risks
Implement proactive retention and cross-sell initiatives
Report directly to CS Leadership

Requirements

What you’ll need

1–2 years of experience as a Team Lead or People Manager in B2B Customer Success
Proven experience managing high-volume, fragmented SMB customer bases at scale in B2B SaaS
Strong customer value and product adoption focus combined with ownership of NRR, expansion, and renewals
Collaborative, peer-partnership leadership mindset
Fluency in English and Italian, spoken and written
Ability to work in a hybrid arrangement from the Milan HQ at least three days a week

Benefits

Comp & perks

Stock options (ESOP) package
Hybrid work with flexibility
Comprehensive health insurance
Performance bonuses tied to measurable results
Meal vouchers
Team retreats and off-sites
Opportunities for professional growth and leadership
Work alongside exceptional colleagues in tech and legal AI