Senior Customer Success Manager / Learning Consultant (with Ed-tech experience)

Are you passionate about transforming how major organizations learn and develop? Imagine partnering with the world's most prestigious brands, guiding them through transformative learning journeys that redefine industry standards. At AIHR, we are on a quest to find a full-time Senior Customer Success Manager / Learning Consultant (with Ed-tech experience) who will exceed our clients' expectations, turning every learning initiative into a remarkable story of performance enhancement and organization-wide impact. Embark on this thrilling adventure with us and play a pivotal role in shaping the future of the HR industry!

About AIHR

Founded in 2016 with the mission to future-proof HR, the Academy to Innovate HR (AIHR) has become the world’s market leader in online training for human resources (HR) professionals. We have a global customer base spread across 140+ countries, amongst which companies like Unilever, Reckitt, Goldman Sachs, Philips, Deloitte, Nike, Heineken, and UBS. It is our goal to continuously upskill and empower 1,000,000 HR Professionals.

We are an international team of 100+ people, driven by excellence, innovation, and a hunger to grow in everything we do. As such, we strive to provide the world’s best courses and excellent support to our customers while continuously optimizing every aspect of our work. With over 30 nationalities, our team is diverse, yet we all share a few traits: we're friendly, enthusiastic, and great team players.

Being a fast-growing company, working at AIHR means taking on a lot of responsibility and getting countless opportunities to develop yourself in new areas and potential to craft your own role.

Role and Responsibilities

As a Senior Customer Success Manager (with Ed-tech experience), you are responsible for enabling your B2B clients to run successful learning initiatives and create a culture of learning. At AIHR, we call this role in AIHR as a Learning Consultant rather than a Customer Success Manager because your focus goes beyond account management - you act as a strategic advisor, guiding customers in designing and implementing impactful learning journeys.

You will function as a strategic partner and trusted advisor to a dedicated portfolio of AIHR's largest customers. Your primary responsibility is to build and maintain strong, multi-level relationships with key stakeholders, including senior VPs and Heads of HR, to ensure our solutions align with their business objectives. You will take full ownership of your portfolio's health, using data from our Customer Health Score to proactively identify and solve risks before they escalate, thereby preventing churn.

In your consultative capacity, you will diagnose customer needs and create strategic 'Impact Plans' that connect our learning solutions to their specific business goals, establishing clear metrics to demonstrate a clear return on investment (ROI). A key part of your role involves onboarding large customers, developing change management and communication strategies to embed the AIHR platform into their learning culture and drive high product adoption. You will also partner closely with Growth Account Executives to co-own commercial goals, leveraging your deep customer knowledge to advise on renewal and expansion opportunities. Furthermore, you will be expected to contribute to the excellence of our team by mentoring other Learning Consultants and helping to develop the team's best practices and playbooks.

On a typical day

You arrive at our beautiful office in Rotterdam or Amsterdam, grab a coffee, and after a brief chat with colleagues, you fire up your MacBook to check your calendar. You start by reviewing your portfolio in HubSpot, our single source of truth, paying close attention to the Customer Health Score to prioritize your actions for the day.

Your morning includes a Quarterly Strategic Check-in with a key client, where you present a compelling story of their progress using learning and engagement data you've analyzed with the help of a custom GPT. Afterward, you have a 1-1 with your manager, Emilie, to strategize on a renewal risk within your portfolio. Later, you spend time mentoring a less experienced Learning Consultant, sharing best practices on how to navigate a difficult conversation with a customer.

After a delicious lunch in the office with the team, you dedicate time to a new client, Ahold Delhaize, documenting their business objectives to create their Joint Impact Plan. You then join a meeting with Jessica, our Growth Account Executive, to align on the commercial strategy for an upcoming renewal, ensuring you are working as a unified team.

Before the day ends, you contribute to an internal project, sharing customer feedback about new features and improvements with the product team, including feedback you summarized by feeding call transcripts into Gemini.

To wrap up the week, you join the team for a drink during our weekly activity, celebrating joint successes and getting to know new colleagues.

Who you are

You are an experienced professional adept at helping large clients successfully roll out complex learning initiatives. You excel at being a strategic advisor and a trustworthy consultant, understanding that client success leads to significant skill development, performance improvements, and a lasting learning culture.

Furthermore, you have: 

• 7+ years of experience in a client-facing role, such as a (Learning) Consultant, L&D Professional, or Customer Success Manager, specifically within the Ed-Tech or E-learning industry;
• A proven track record of managing a portfolio of large, complex customer accounts and skillfully prioritizing to maximize impact;
• Demonstrable experience successfully building and maintaining relationships with multiple senior stakeholders (multi-threading);
• Strong English proficiency with the ability to discuss proposals, write clear copy, and push back on or challenge customers constructively;
• A natural ability to ask insightful follow-up questions to diagnose core challenges and co-create solutions with clients;
• Expertise in adult learning principles and designing effective L&D strategies for large organizations;
• The ability to think commercially, identify growth opportunities, and discuss how HR initiatives impact overall business performance;
• Strong skills in using data from tools like HubSpot and Excel to derive insights and present a clear story of progress and value to customers;
• Experience using generative AI tools (e.g., ChatGPT) for tasks like content creation and workflow automation is essential;
• A desire to help develop colleagues and improve the team’s overall capabilities.

To set you up for success in this role, we are specifically looking for candidates with external-facing customer experience (not in-house L&D roles) and a background in education, e-learning, or ed-tech. While we believe many skills can be learned on the job, these experiences are essential, as they provide the foundation needed to drive impact in our environment.

We offer

• A key role in shaping the education of tens of thousands of Human Resource professionals from all over the world through our courses;
• Competitive, benchmarked compensation;
• The opportunity to shape your own day-to-day work;
• Regular growth talks and support to reach your career goals;
• Flexible working hours & working from home arrangements after your onboarding;
• A high degree of autonomy in a vibrant, result-driven, inclusive, and international team;
• A key role in a fast-growing scale-up company;
• A beautiful office right across Rotterdam Central Station (Milleniumtower) and a brand new office in Amsterdam;
• 26 paid holidays per year + 1 extra day for every year you work here + you can exchange any 2 public holiday days for 2 other days of your choice;
• Pension plan;
• 5 Mental health days per year;
• Access to OpenUp mental health platform;
• Personal development budget, training, and we pay for the books you read;
• All public transport expenses covered (NS Business Card);
• MacBook + all other equipment you need to do your work;
• Daily lunch prepared by a chef, weekly drinks, and fun team activities;
• Free access to the office gym.

Get a taste of AIHR experience and check out our AIHR Benefits Guide!

Apply for the job

Do you want to join our team as our new Senior Customer Success Manager /Learning Consultant (with Ed-tech experience)? Then we'd love to hear from you! Do you not meet every single point above, but think you have what it takes? Please still apply! We are looking to hire for this role as soon as we find an eligible candidate.

P.S. Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women tend to only apply when they meet 100% of them. We'd love to consider you and see if you could be a great fit.