Head of CS - Nachunternehmer (m/w/d)
Core
Leading the Customer Success team for the subcontractor segment, fully owning churn reduction, winback strategies, and onboarding activation in a B2B SaaS platform connecting general contractors with 250,000+ subcontractors.
Role type
Senior Head of Customer Success (Subcontractor Segment)
Builds
Customer retention and activation systems for a construction industry AI platform
Domain
Construction industry / B2B SaaS
Deliverable
production ML models
Required skills
B2B SaaS Customer Success leadership, Churn management, Winback strategy, Onboarding activation, Salesforce, BI tools (Looker), SMB/High-volume business experience
Preferred skills
Experience leading quota-carrying teams, handling escalations personally, writing playbooks, data-driven decision making
Responsibilities
Own churn metrics for the subcontractor segment, manage winback playbooks, handle hard escalations and cancellations personally, drive onboarding activation rates, provide structured feedback to Product and Sales on customer issues
Seniority
Senior, hands-on IC leader