Customer Success Manager (with Ed-Tech experience)

Are you passionate about transforming the way people and 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 Customer Success Manager (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!

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.

As a 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 manage the entire relationship: from onboarding to learning adoption, up until the renewal. Once a customer signs, you are introduced to the various important stakeholders (e.g. CHRO, Head of L&D, HR Managers). You create a plan with your client to ensure they achieve their learning and business goals. Throughout the journey, you stay in contact with your clients to advise, consult, enable, and inspire further learning and adoption of our platform. You support Growth Account Executives with the renewal and expansion of your accounts.

You’ll have a mixed portfolio of mid-market and enterprise customers. Some clients will require an in-depth plan and continuous communication; others will just need advice on some best practices. You are successful when your client’s learners have shown improved work performance, not just when they complete a training program, and when the impact of AIHR leads them to want to continue our partnership. Ultimately, your client’s success is your success, and your goal is to develop their learners into T-shaped HR professionals.

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 with Dieter, one of our superstar SMEs, to plan a thought leadership session with customer HumanX.

After a delicious lunch in the office with the team, you dedicate time to a new client, Canadian Nuclear Laboratories, 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.

Helping clients roll out learning initiatives successfully is nothing new for you. You’ve done this before, and you know you can do more than that. You want to be a strategic advisor and trustworthy consultant to your client, as you know that if they experience impact with AIHR’s platform, they will see massive skill development, performance improvements, and a learning culture change. 

Furthermore, you have: 

• 4+ 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 50+ clients and skillfully prioritize to maximize impact across your portfolio;

• Demonstrable experience successfully building and maintaining relationships with multiple stakeholders;

• 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;

• Experience in the ed-tech industry, supporting clients in implementing and scaling learning initiatives;

• 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;

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.

Do you want to join our team as our new 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.