Team Manager Customer Success | SMB (Milan)

• 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.