Head of CS - Nachunternehmer (m/w/d)

The role

You will lead the SC Customer Success team and take full ownership of churn in the subcontractor segment. You will manage activation logic, winback playbooks, throughput, and forecasts while personally handling difficult cancellations and escalations.

What you will do

• Lead the SC Customer Success team
• Take full ownership of churn in the subcontractor segment
• Manage activation logic, winback playbook, throughput, and forecast
• Decide what is measured and what is in the playbook
• Personally handle the hardest cancellations and escalations
• Provide structured customer feedback to Product and Sales regarding cancellation reasons and activation hurdles

Required qualifications

• 3–5 years B2B SaaS in Customer Success, Retention, Renewals or Account Management
• At least 2 years leading a quota-carrying team
• Verifiable winback or renewal track record
• Experience in SMB or high-volume business
• Proficient in Salesforce (or comparable CRM) and a BI tool like Looker
• German at native level (C2)
• Fluent English

Benefits

• Responsibility for churn in the most important revenue stream
• Direct line to founders and management
• Permanent contract
• Modern equipment
• Regular 1:1s
• Development talks
• Open feedback culture
• Company and team events, online and offline

About the company

Cosuno replaces manual construction industry processes with AI. Founded in 2019 in Berlin and funded by Cherry Ventures and Spark Capital with over 40 million euros, the company scales Sales, Customer Success, and Marketing.