Team Manager Customer Success | SMB (Milan)
Core
Lead and scale the SMB Customer Success engine for a legal AI platform, driving account health, retention, and expansion for thousands of legal professionals.
Role type
Senior IC Customer Success Team Manager (SMB)
Builds
Scalable onboarding, engagement, and renewal playbooks for a high-volume SMB base
Domain
Legal technology / B2B SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
B2B SaaS SMB management, team leadership and coaching, retention and expansion strategy, cross-functional collaboration, data-driven insights
Preferred skills
Hybrid CS and commercial mindset, playbook optimization
Technologies
N/A
Responsibilities
Execute bottom-up retention, adoption, and expansion strategies; hire, manage, and coach team members to achieve health and growth metrics; build and refine scalable customer journey playbooks; partner with Product, Sales, and Enterprise CS to align go-to-market efforts; monitor account health signals and churn risks to implement proactive initiatives
Seniority
Senior, hands-on IC with team leadership