Team Manager Customer Success | SMB (Milan)

The Role

We are looking for a Customer Success Team Manager (SMB) to lead and scale our high-velocity SMB Customer Success engine.

In this role, you will take full ownership of our SMB CS execution: driving account health, optimizing scalable customer journeys, and building a high-performing team in the legal AI space. You will report directly to CS Leadership and work closely with cross-functional teams to maximize customer retention and expansion.

Key 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.

What We Are Looking For

• 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).

Benefits That Matter

• 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.

At Lexroom, ambition meets discipline and purpose.
We're not just building a product—we're setting a new standard for the legal world. If you're ready to contribute to something lasting and meaningful, we'd love to hear from you.