Customer Success Lead

Beam London; London; On-site; GBP 70,000 - 80,000; Full time

Job summary

A forward-thinking company is seeking a dynamic leader to drive customer success in a rapidly growing tech startup. This role offers the chance to make a significant social impact while managing a high-performing team dedicated to enhancing user adoption of innovative AI products. You will play a pivotal role in shaping the future of frontline welfare services, ensuring exceptional customer experiences, and leading strategic initiatives that drive growth. If you are passionate about technology and social change, this opportunity is perfect for you.

Benefits

Generous EMI-qualifying share options

Access to therapy and coaching

25 days holiday plus additional days

Remote work up to 6 weeks a year

6 weeks sabbatical after 3 years

Healthcare cover

Enhanced parental leave

Annual gym membership

Pension scheme

Free subscription to Calm app

Qualifications

• Proven success in customer success and delivering exceptional experiences.
• Strong leadership skills with a focus on coaching and motivating teams.

Responsibilities

• Lead a team managing accounts and driving user adoption.
• Identify growth opportunities and secure expansions for accounts.

Skills

Customer Success Management

Team Leadership

Strategic Account Management

Relationship Building

Results Driven

Job description

Join a unique company that combines the excitement of working in a high-growth tech startup with the fulfilment of creating life-changing social impact.

At Beam, you get to do work that really matters. We’re solving the world’s toughest social problems. And we’re growing fast

About the role

Beam’s mission is to give everyone access to human-centred welfare services. Great technology is the key to providing this at scale, and we’re building a suite of AI products to revolutionise frontline work.

Our first product, Magic Notes, is an AI-powered tool helping social workers save more than 50% of their time whilst delivering high-quality care to vulnerable residents who need it most.

There’s lots of excitement across Government around using advanced technology to tangibly improve the lives of residents and with Magic Notes we can pioneer the use of AI in frontline services.

Your role is to lead a team managing and growing accounts, ensuring frontline teams get increasing value from Beams software products as we scale.

This is a broad and hands-on role. This is a broad and hands-on role combining team leadership and strategic account management.

This is a new function and you’ll be brimming with ideas about what great customer success looks like for our users, and excited to play a part in transforming how care is delivered across the UK.

You’ll be

• Owning ambitious revenue and user adoption targets -you’ll bring creativity and a target-driven mindset to reaching ambitious goals for yourself and your team

• Role modelling excellence - you’ll be directly managing a small portfolio of accounts - owning everything from relationship building to driving adoption and expansion

• Building a high performing team - leading and mentoring a team of Customer Success Managers and Support Specialists to deliver exceptional customer experience

• Demonstrating the impact of our work - through clear, concise updates and reports, you’ll be showcasing how impactful our partnerships can be

• Identifying and securing expansions - spotting opportunities, developing proposals and leading contract negotiation for both your own and your teams accounts

• Developing the future of Magic Notes - working closely with other leaders to define and implement the Magic Notes growth strategy, including shaping the product roadmap

• Building the Customer Success team - you’ll be at the forefront of building a new team, proactively spotting opportunities, solving problems, designing simple, scalable processes and driving strategic initiatives which level up our impact

Who we’re looking for

• Proven success in customer success - you have a strong track record of delivering exceptional customer experience and securing growth in a commercial role

• Results driven - you thrive working towards ambitious goals, relish taking the opportunity to take on new challenges and continually raise the bar for your team

• Strong leadership skills - you excel at coaching, motivating and guiding a team to hit ambitious goals in a changing environment

• Tenacious, creative and resilient - you thrive in a fast moving environment and excel leading your team through the ups and downs of commercial roles

• A strong relationship builder - emotionally intelligent and able to quickly build rapport with a wide range of stakeholders, including influencing at an executive level

About Beam

We’re a team of just over 170 working from our beautiful coworking space in Shoreditch and from home. We’ve picked up an armful of awards for our work (including one from our former Queen!) We’re one of the 10 hottest startups in London, according to WIRED magazine and one of LinkedIn’s Top 15 UK Startups for 2022.

We’re proud to be rated a top company to work for by Escape the City and The Dots and are committed to hiring diversely and inclusively. You don’t need a degree to work here. We especially want to hear from global majority candidates and/or those who’ve experienced social disadvantage.

Our benefits

• £70-80k base if London-based, and an OTE of up to 50% of your salary.

• Generous EMI-qualifying share options.

• Access to therapy, coaching, classes & content - powered by Oliva.

• 1:1 workplace coaching with More Happi.

• Your own financial well-being coach, through Bippit.

• Generous Holiday - 25 days 3 additional days over the Christmas period + bank holidays.

• Work remotely up to 6 weeks a year.

• Eligible for 6 weeks sabbatical after 3 years in service.

• Nursey scheme through Gogeta.

• Healthcare cover through Benenden Health.

• Enhanced parental leave: Primary Caregiver leave 18 weeks and Secondary Caregiver leave 4 weeks.

• £200 WellBeam budget for activities enhancing wellbeing and professional development.

• Regular team talks from leading UK tech entrepreneurs.

• Annual membership to Shoreditch Exchange gym.

• Pension scheme where we contribute 3% of your salary and you contribute 5%.

• Free subscription to Calm meditation app.

• Discounted bike and accessories with Cyclescheme, and tech products with Techscheme.

Application process

We have a four-stage interview process, giving you plenty of time to learn about Beam while we get to know you:

1. 30-minute video call with a member of the Talent team.

2. Timed scenario-based tasks, giving you a better sense of the role.

3. Interview with a member of the team.

4. Interview with our Chief Customer Officer.

Please note:

• We are accepting rolling applications for this role, with no fixed close date - if you are interested please do apply when you can.

• We have a 6-month wait period before you can re-apply for this role.