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!

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 90+ 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 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.

On a typical day

You arrive at the office in the morning. After a brief chat with your colleagues, you grab a cup of coffee, fire up your MacBook, check your calendar for meetings, and prepare the day around the calls and online meetings you have planned with your clients. You write down your top 3 goals you want to achieve that day. You then head into a 1-1 with your manager, Emilie, who gives you some pointers on navigating a challenging conversation with a customer who was hesitant about the learning initiative. Together you brainstorm strategies to position AIHR as a key driver of their HR development goals.

Afterward, you open Hubspot (your CRM and single source of truth) to review your daily tasks and your most important clients' health and usage data. You create a client onboarding plan, design a learning journey, engage with some learners, and meet with HumanX with Dieter, one of our superstar SMEs. 

After a delicious lunch in our office with the team, you return to your desk and find an email from Canadian Nuclear Laboratories. They have experienced a lot of value with our partnership in Canada and now have introduced you to their HR counterparts in the US to talk about expanding the learning initiative. Nice! You call your contact person and find out that word has spread, and they now want to upskill their entire HR organization. You schedule a call with the US team for next week and invite your Growth Account Executive, Jessica, in case it becomes a commercial conversation. 

You then have an onboarding call with a construction company in the UK. The call goes excellent, and you create a learning plan for them afterward. Before you know it, it’s the end of the day. 

At the end of the day, we gather with a drink for our weekly team activity and you get to know better the new colleagues who recently joined and the rest of the team. Although we all work hard to make the company grow, we like to relax and enjoy our joint success.

Who you are

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 managing client relationships, preferably as a (Learning) Consultant/L&D Professional/Customer Success Manager;

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

• Have a proven track record of successfully building relationships with multiple stakeholders;

• Have strong English communication skills for discussing proposals and strategies;

• Are great at asking questions to uncover needs and desires;

• Have a proven track record of project managing initiatives to drive learning engagement;

• Can manage a portfolio of 50+ clients and skillfully prioritize to maximize impact across your portfolio;

• Have a data-driven mindset to continuously experiment and improve the way things are done;

• Relentlessly focused on your customers’ success, even if that means disagreeing and challenging them;

• Have an arsenal of best practices to proactively help clients maximize the adoption of our learning programs and platform.

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 Customer Success Manager (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.