Team Manager Customer Success | SMB (Milan)

About this role

At Lexroom we set the bar for legal AI - clear, fast, and built for trust.

In just a few years, what began as an idea has become a reliable platform adopted by thousands of legal professionals across Europe.

Our mission is clear: make the law faster, clearer, and more reliable, giving lawyers, 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?

• 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, we leave buzzwords behind. Here, you’ll build something that lasts: a trusted platform, a strong reputation, a new standard for the legal world.

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).
• What Sets Us Apart
• An Exceptional Team
• At Lexroom, 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.
• Rewarding Your Contribution
• Competitive Compensation: OTE €70,000 – €90,000 gross annual base salary + stock options (ESOP) package.
• 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.