Senior Customer Success Manager

As Senior Customer Success Manager at Cosuno, you act as a strategic architect for the digital transformation of our customers from the construction industry. In this role, you accompany your customers well beyond the mere use of the platform and act as a trusted adviser at C-level. Your focus lies on proactive process consulting, in which you analyse complex, often traditionally shaped workflows and transform them into efficient, digital workflows.
The particular challenge of this position lies in demanding multi-stakeholder management within organisations. You navigate confidently through different interest groups - from procurement through project management to the management board - and moderate this change with a pronounced sense of tact. As an expert in change management, you anticipate structural resistance and, through targeted strategies, ensure that the digital realignment is anchored sustainably in the corporate culture. In this way you not only secure the long-term business value for your customers, but also drive the strategic development of the entire industry forward significantly.

Your responsibilities

• You manage a portfolio of strategic key accounts and act as a central partner at management level, to significantly shape the digital transformation of their procurement processes.

• You develop tailored success plans that go beyond the mere use of the tool and intervene deeply in the strategic organisational development of your customers.

• You are responsible for complex multi-stakeholder management and moderate confidently between different interest groups - from operational procurement to the management board.

• You act as a strategic process consultant, analyse existing structures and transform them into efficient, digital workflows.

• You lead holistic change management processes, anticipate structural resistance and establish a sustainable digital culture at our customers.

• You secure long-term business value through well-founded reviews, proactively identify churn risks as well as upselling potential, and drive the expansion of your accounts forward.

• You act as a mentor for the team and share your expertise in advising complex organisations, in order to continuously develop our customer success standards.

Your profile

• Several years of experience in the strategic management of large customers (SaaS) or in management consulting with a focus on transformation and process optimisation.

• Well-founded expertise in change management methodologies and the ability to moderate complex organisational changes confidently.

• Outstanding stakeholder management and absolute negotiation confidence at C-level.

• Strong analytical skills to penetrate complex process landscapes of the construction industry and translate them into data-driven strategies.

• A high degree of empathy and persuasiveness to inspire customers for new, digital ways.

• German and English at native-speaker level (C2) for legally sound and confident communication in a professional environment.

• Pronounced initiative and the ambition, as a senior profile, to actively shape the strategic direction of customer success.

Why us?

• Shape a product that solves real problems in the construction industry.

• Work in an open, cooperative, dynamic and international team.

• You have the flexibility to work in our modern office in Berlin-Friedrichshain or in a hybrid manner.

• Participation in company events and regular team events (both offline and online).

• Attractive remuneration with an uncapped bonus, permanent contract and modern equipment.

• Open feedback culture with regular 1:1 meetings and development discussions.

• Transparent commission scheme with 100% own influence on your success.