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Team Manager Customer Success | SMB (Milan)Lexroom · Milan
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Lexroom

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Team Manager Customer Success | SMB (Milan)

🗓️ Posted 2026-09-23 Milan Fulltime Hybrid Customer Service Call Centre
💰 Salary 5,833 EUR–7,500 EUR/mo (70,000 EUR–90,000 EUR/yr) 📊 Market 2,500 EUR–4,000 EUR/mo

About the Company

wyers, law firms, and companies the time and confidence to focus on what truly matters. We're scaling rapidly, backed by top-tier investors and a world-class team dedicated to rigor, clarity, and impact. Today, Lexroom is a trusted partner, shaping the future of legal AI with discipline and purpose. WHY LEXROOM http://Lexroom.ai - Shape the Standard: Be part of the team setting the benchmark for legal AI in Europe. - Work with the Best: Collaborate with exceptional colleagues in a culture that values competence, curiosity, and ambition. - Deliver Meaningful Results: Your contribution will directly influence how legal professionals work-faster, clearer, and more efficiently. At Lexroom http://Lexroom.ai, we leave buzzwords behind. Here, you'll build something that lasts: a trusted platform, a strong reputation, a new standard for the legal world.

About 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.

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
  • ● -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).
  • ● WHAT SETS US APART
  • ● An Exceptional Team
  • ● At Lexroom http://Lexroom.ai, you'll work alongside top talent in tech and legal AI.
  • ● Our focused teams operate with purpose and autonomy, so every contribution delivers visible results.
  • ● You'll collaborate with people who pair innovation with rigor, curiosity with discipline, ambition with depth.
  • ● Growth that Matters
  • ● We hire exceptional people to make a difference - and we give them space to lead.
  • ● Your work will shape the future of legal technology and set new standards for the field.
  • ● Impact is defined by vision and execution, not by age or title. If you're ready to take responsibility, you'll find real opportunities to grow and lead high-stakes projects.

Benefits

  • ● 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 http://Lexroom.ai, 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.