Head of CS - Subcontractor (m/f/d)

About Cosuno

The construction industry is a 14-trillion-euro industry that still runs on emails, Excel spreadsheets, and scanned PDFs. Cosuno replaces this with AI. General contractors post their projects on our platform to over 250,000 subcontractors, and our agent AI finds suitable companies, identifies anomalies in bids, and compares every price with 6.5 million data points from over 136 billion euros in processed bid volume. Every tender makes the AI smarter. The results are measurable: general contractors reduce their costs by around 6%, subcontractors gain 22% more volume, and every new general contractor customer has opted for our AI product this year. Founded in Berlin in 2019 and financed by Cherry Ventures and Spark Capital with over 40 million euros, we are now scaling Sales, Customer Success, and Marketing with this capital. And this is exactly where you come in.

The Role

You will take over the SC Customer Success team and be fully responsible for churn in the subcontractor segment. Not as a sponsor, but as an owner: activation logic, win-back playbook, throughput per person, forecast. You decide what is measured, what is in the playbook, and when it changes.

We manage Customer Success like Sales. You are responsible for ensuring this system runs, and you are part of it yourself: You handle the toughest cancellations and escalations personally.

How we will measure you after 12 months

• Churn in the subcontractor segment is below 20%. Currently, it is 28%. This is the one number that all other metrics align with.

• Your team's win-back rate is at least 50% of processed cancellations.

• 90% of onboarded customers are active after 30 days – and remain so, while you, together with Product, further develop self-activation in the product.

• The win-back and onboarding playbooks are yours: they run, are measured weekly, and you change them when the numbers say so. The weekly forecast starts from your first month.

• You have personally handled the tough cases and escalations – and more, if the team is overwhelmed.

• You provide Product and Sales with structured customer feedback: reasons for cancellation, activation hurdles, false expectations from closing.
  

Who succeeds at Cosuno

• Ownership. You talk about your own mistakes before anyone asks and what you have changed as a result.

• Speed. You solve problems pragmatically and today, not perfectly and next quarter.

• Drive. You have examples ready where you built processes or solved problems without being asked.

• Low Ego. You talk about team successes and pass on credit – yet you have your own numbers you can cite.
  

This role is for you if

• you have managed a team with its own targets and know how it feels when a person is three weeks below target – and what you do then.

• you have personally turned around cancellations without giving away the price, and want to do that again.

• you think in terms of cases per week, not in twenty accounts you manage.

• you write a playbook in the morning and conduct customer calls in the afternoon
  

This role is not for you if

• you see Customer Success as relationship management and leave selling to someone else.

• you don't want to make customer calls anymore as a Head.

• you build processes but have never personally worked against a quota.

• you come from strategy consulting and have never managed an operational SaaS team.

Hard Requirements

• 3–5 years of B2B SaaS experience in Customer Success, Retention, Renewals, or Account Management, with at least 2 years of leading a quota-carrying team.

• Own, demonstrable win-back or renewal track record.

• Experience in the SMB or high-volume business.

• Proficient in Salesforce (or comparable CRM) and a BI tool; for us, Looker.

• Native-level German (C2), fluent English. Our customers are German craft businesses.

• Berlin or willingness to work at least two days a week in the office.

Compensation

€120,000 OTE per year (target salary at 100% target achievement), consisting of a base salary and a variable component based on your target achievement.

What we offer

• Responsibility: You own churn in the company's most important revenue stream, with direct access to founders and management.

• Contract: Permanent, modern equipment.

• Work Location: Berlin-Kreuzberg or hybrid, your choice.

• Development: Regular 1:1s, development talks, open feedback culture.

• Team: Company and team events, online and offline.

Compensation: €100K – €120K • €120,000 OTE per year (target salary at 100% target achievement), consisting of a base salary and a variable component based on your target achievement.

• • €100K – €120K • €120,000 OTE per year (target salary at 100% target achievement), consisting of a base salary and a variable component based on your target achievement.

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