Head of Learning Consulting

1 week geleden

Rotterdam, Nederland Academy to Innovate HR (AIHR) Voltijd

Full-time - Rotterdam HQ / Amsterdam

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

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