Role Description We are looking for an experienced and visionary Head of Customer Success to lead, scale, and optimize our Customer Success function. You'll build and lead Customer Success almost from the ground up while personally stewarding our most valuable client relationships. What You'll Do: - Strategy & Execution: - Design comprehensive Customer Success operations: seamless onboarding, accelerated adoption, predictable renewals, strategic expansion - Personally manage and expand our most strategic enterprise accounts - Build automated health-score tracking systems that surface risks before they become problems - Team & Culture: - Recruit, develop, and lead a world-class Customer Success team of 3 people - Create scalable playbooks, KPIs, and reporting frameworks for client health, NPS, and revenue expansion - Integrate CRM workflows with product and support systems for seamless customer experiences - Revenue Impact: - Turn client feedback into real intelligence for Product and Sales - Drive measurable expansion revenue through strategic account management - Prove that great Customer Success makes money — and own that number Qualifications - 6+ years in Customer Success or Account Management at a SaaS / tech company, with 2+ years leading a team - A real track record with enterprise clients — you're comfortable in the room with senior stakeholders - You've built top-notch CS processes, playbooks, and best practices before, not just run them - Experience automating customer health monitoring and risk detection - A hands-on leadership style, you set strategy and roll up your sleeves - Exceptional English and genuine executive presence Benefits - Competitive base salary + a clear, transparent bonus structure - Fully remote, with flexibility across EU time zones - Paid time off and a company-issued laptop - A rare chance to build a CS function from the ground up — your fingerprints on everything - A collaborative, genuinely supportive team that ships - Direct impact on product and company growth - Room to grow at the intersection of AI, science, and beauty

• Lead and manage end-to-end portfolio campaigns for SSDR Agency and Whistle OS. • Act as the primary relationship manager focused on client retention, ensuring contractual compliance, alignment of scope, and a target of 85% quarterly portfolio MRR retention. • Spot upsell and cross-sell opportunities, manage expansion initiatives, and maintain a clear pipeline with conversion tracking. • Anchor regular syncs with clients and internal SDR teams to keep goals aligned, managing expectations seamlessly. • Produce and share high-quality documentation, including meeting notes, action items, and clear communication briefs. • Gather and analyze feedback trends to capture satisfaction signals and proactively mitigate retention risks. • Continuously track campaign outcomes, building strategic optimization proposals aligned with the client's core business goals. • Build and deliver comprehensive campaign health reports, interactive dashboards, and quarterly KPI scorecards. • Act as the senior point of contact for complex issues, maintaining clear issue logs and swift resolution timelines. • Partner closely with internal SDRs and stakeholders to ensure high-quality, seamless service delivery.

• lead the team responsible for our most valuable and complex customer relationships. • manage and develop a team of Customer Success Managers focused on delivering a high-touch, strategic customer experience while driving retention, expansion, and measurable business outcomes for these accounts. • collaborate closely with the SVP of Customer Success and cross functional partners to ensure our most strategic customers are successful and continue to grow with Owner.

Role Description As our Senior CRM Manager you will drive retention strategies as a vital lever for our sustainable growth. Bridging the gap between Product and Marketing, you have the autonomy to shape customer touchpoints and the creative freedom to experiment boldly with a product that provides genuine educational value and joy to children and parents alike. - Take full ownership of the reactivation and repurchase strategy, steering the KPIs that define our long-term customer success and loyalty. - Lead the end-to-end execution of user-flows and campaign sendouts, while continuously evolving our setup into a seamless automated ecosystem. - Craft high-quality, on-brand copy and visual assets by utilizing AI environments to maintain speed within our team. - Cultivate a rigorous A/B testing culture by defining clear hypotheses and evaluating tests across content, triggers, and incentives to generate actionable insights. - Partner closely with the Product team to extend digital learning features into CRM touchpoints, ensuring our communication supports the overall customer journey. - Integrate wider marketing campaigns and product launches into personalized, customer-facing plans that resonate with our community of parents. Qualifications - 4+ years of relevant CRM experience in a B2C environment, ideally with an app-based product. - Expertise in building complex automation triggers and lifecycle setups that go beyond welcome or abandoned cart flows. - A strong analytical foundation with the ability to set up and manage your own monitoring systems for KPIs, cohort analysis, and segmentation. - Native-level German and fluent English skills to ensure our communication is empathetic and culturally resonant. - Advanced proficiency in leveraging AI tools to build custom workflows that accelerate creative production and strategic ideation. - Experience working in small, lean teams where you are comfortable handling everything from high-level strategy to hands-on execution. - Passion for storytelling and turning user insights into creative, audience-oriented stories. - Bonus: You have a track record of successfully scaling friend-referral systems or launching emerging communication channels like WhatsApp and RCS. Benefits - A start-up culture based on trust. - You own your schedule and location - what matters is what you move. - Remote-first, outcome-focused. - Work remotely from anywhere in Germany or the UK, ideally within reach of our hubs Munich, Berlin, and London. - Regular in-person events. - Equity for everyone. - Truly international. - Support beyond the job. - Room to grow. Company Description EDURINO sets new standards for early childhood education through hybrid learning. We merge engaging digital worlds with haptic play elements to prepare children for the future in a safe environment, empowering them to discover their full potential. As one of Europe’s most innovative EdTechs, we’re already generating double-digit million revenue today. Following the successful close of our €17m Series B, we are now steering toward our next decisive milestone: achieving sustainable profitability as the foundation for our further expansion.