Full-time · Rotterdam HQ
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!

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.

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.