Head of Customer Success

Are you passionate about customer success and building high-performing teams? Do you have a proven track record of leading customer success initiatives that drive retention, growth, and operational excellence? Are you excited to build, own, and execute a company’s customer success strategy and manage a €7 million book of business spanning SMB, mid-market, and enterprise clients? If so, we want to hear from you! We are looking for a Head of Learning Consulting (Customer Success) to join our dynamic team and take charge of shaping the future of our Learning Consulting function.

Note: Learning Consulting is what we call our Customer Success function. The department is run like a CS organization.

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 professionals. Our global customer base spans 140+ countries, including companies like Unilever, Reckitt, Goldman Sachs, Philips, Deloitte, Nike, Heineken, and UBS. Our goal is to continuously educate 100,000 HR Professionals.

We are an international team of 95+ 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 craft your own role.

Role and Responsibilities

As the Head of Learning Consulting, you will be responsible for setting the vision and strategy for customer success, ensuring that we continuously improve customer retention, adoption, and satisfaction. You will report directly to the VP of Sales and Customer Success and, lead a team of 4 Learning Consultants and collaborate cross-functionally to build and refine processes that support our clients.

Your key responsibilities include:

• Vision and Strategy: Develop and execute a customer success strategy that drives customer retention and engagement across all segments—SMB, mid-market, and enterprise.
• Team Leadership: Lead, coach, and inspire a team of Learning Consultants through 1:1s, team meetings, customer health reviews, and growth talks.
• Customer Retention: Improve key metrics such as NRR, GRR, and NLR by improving adoption, understanding customer needs, and providing actionable insights to the business.
• Cross-functional Collaboration: Partner with different departments to optimize processes like health scoring, improve tooling, and build missing processes and projects from scratch.
• Operational Excellence: Monitor and ensure excellence in customer onboarding, adoption, and retention processes.

On a typical day

You arrive at the office and walk into a room full of laughter with people making silly jokes. After grabbing a coffee and catching up with colleagues, you check your main customer success dashboard. You notice that one of your Learning Consultants has been consistently nailing process execution, something you’ve been coaching them on—time for a well-deserved high five and shoutout during your team meeting tomorrow.

The day really kicks off with a cross-functional meeting with Business Ops to brainstorm some ideas you have to improve some automations that will streamline our health scoring system. You’re excited because the ideas generated today will help your team spend more time building relationships and less time on manual tasks. Following the meeting, you jump into a coaching session with one of your Learning Consultants, diving deep into call recordings, sharing feedback, and helping them strategize for a tricky client conversation.

After lunch—cooked by our in-house chef, Rik, who never fails to impress—you settle down to work on a first draft for the requirements of a customer success tool. You’ve learned that doing everything in Hubspot has its limitations, and you know that implementing a CS-specific tool is going to make your and your team’s life so much easier. 

In the afternoon, you participate in your Sales Management meeting with Cas, Head of Sales, and Vincent, VP of Sales & Customer Success. The main topic is reviewing this month’s customer retention metrics. You share some interesting trends that you spotted, and present your action plan. You’re challenged on your logic, but you came prepared. You have all the data and are convinced your plan will work. You manage to convince Cas and Vince and agree on the next steps. 

You wrap your day with your 1:1 with Vince. When you walk in Vince is sitting there with a smile. He saw you high-fiving a Learning Consultant earlier and just wanted to tell you how much he appreciates you recognizing people. That’s an important part of what we do here. The rest of the meeting goes smooth - you discuss your ideas to improve some processes and discuss an adoption campaign you want to run with marketing.

As you go home, you reflect on how awesome it is to be part of a team where people’s well-being and happiness are seen as top priorities. 

Who you are

We are looking for someone with strong leadership skills and a passion for customer success. You should be proactive, data-driven, and eager to build and optimize processes.

• Experience: 2+ years in a customer success leadership (people management) role, with a track record of building, managing, and developing high-performing Customer Success teams. You’ve improved retention metrics like NRR, GRR, and NLR; preferably in SaaS or a similar industry.
• Ownership: You’re action-oriented, have an internal locus of control, can operate in ambiguity, and are not afraid of operating in the unknown. You like building processes from scratch and improving existing ones. 
• Challenger: You challenge the status quo. You’re comfortable speaking up and challenging leadership. 
• Adaptability: You thrive in a fast-paced environment and can operate in one where things change quickly (we’re growing fast!).
• Commercial: You enjoy working towards a commercial target and love finding ways to improve retention and expansion metrics. 
• Methodology: Knowledge of Winning By Design methodology is a plus.

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;
• A high degree of autonomy in a vibrant, result-driven, inclusive, and international team;
• A key role in a fast-growing scale-up company;
• Daily lunch prepared by a private chef, weekly drinks, and fun team activities;
• A beautiful office right across Rotterdam Central Station (Millennium tower) and a brand new office in Amsterdam (Rembrandtplein);
• 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;
• 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;
• Free access to the office gym.

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

Apply for the job

Are you excited to become our Head of Learning Consulting (Customer Success)? Then we'd love to hear from you! 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 apply only when they meet 100% of them. So if you think you have what it takes, but don't necessarily meet every single point above, please still apply. We'd love to consider you and see if you could be a great fit.