Customer Success Manager (West Coast)

Beam; New York (NY); Hybride; USD 90 000 - 130 000; Plein temps

Résumé du poste

Beam is seeking a Customer Success Manager to join our US Customer Adoption & Support team (West Coast). This role blends high-touch user support with proactive training to embed our AI tools into frontline workflows.

You will be one of the first US hires, building the enablement playbook, partnering with Product and Engineering, and traveling to client sites to ensure real usage and impact across social workers, clinicians and human services teams.

Qualifications

• Empathetic and patient approach to AI-enabled frontline users.
• Clear, friendly communication in writing and speech.
• Remain calm and focused while handling queues and travel logistics.
• Proactively identify trends and root causes to prevent issues.
• Entrepreneurial mindset; eager to build a function from scratch in the US.

Responsabilités

• Lead onboarding sessions for partner organisations.
• Deliver engaging training virtually and in person.
• Travel to customer sites across the US to provide hands-on support.
• Create resources, tutorials, and self-serve guides to drive long-term adoption.
• Work with Product, Engineering and Customer Support to gather user feedback.
• Share frontline insights and help shape product improvements.
• Create and improve help centre content, guides and FAQs.
• Refine support processes as we scale.
• Define what great US Customer Success looks like.

Connaissances

Empathy

Clear communicator

Calm under pressure

Proactive and curious

Builder mindset

Description du poste

At Beam, we’re building AI that serves society.

We're a global team of ambitious, hardworking problem solvers, applying fast-moving startup energy to work that makes the world a better place. If you want to apply your talent to the biggest problems society faces, Beam is the place for you.

You’ll be part of a high-performance culture where you'll make a huge impact, rapidly progress your career, and truly enjoy your work.

Over 120,000 frontline workers across 400+ customers already use Beam to take notes, provide live interpretation and handle phone calls, so they can focus on the people who need them most. This is just the beginning.

About the role

Ready to build something from the ground up? We’re looking for a Customer Success Manager to join our Customer Adoption & Support team the US (West Coast).

This is far from your standard CSM job - it’s a dynamic, dual-impact role where you’ll blend high-touch, empathetic user support with proactive, high-energy training. You’ll be a strategic partner, helping organisations seamlessly embed our AI tools into the daily rhythm of frontline work.

As one of our first hires in this function, you are the essential bridge between our breakthrough technology and the people who rely on it. You will empower social workers, clinicians, and human services teams across the United States, enabling them to use technology to make an even greater impact in American communities. This is a high-autonomy, high-impact role. You won't just follow a playbook; you'll write it, building the foundations of our US enablement engine and shaping how we scale across the country.

What you’ll do:

Drive adoption and training:

• Lead onboarding sessions for new partner organisations

• Deliver clear, engaging and interactive training both virtually and in person

• Travel to customer sites across the US (sometimes on short notice) to deliver hands-on support

• Design simple resources, tutorials, and self-serve guides that help users build strong habits You won’t treat training as a one-off session. You’ll focus on long-term adoption and real usage to save them time on their casework.

Act as the voice of the user:

• Work closely with Product, Engineering and Customer Support

• Share structured feedback and insights from the frontline

• Help shape improvements based on real user needs

Build the playbook:

• Create and improve help centre content, guides and FAQs

• Refine support processes as we scale

• Help define what great Customer Success looks like in the US

Who you are

• Empathetic and patient: You understand that new AI technology can feel overwhelming. You break things down into simple steps and treat every user with respect and kindness.

• A clear communicator: You write and speak in a way that is friendly, articulate, and easy to understand. You build trust and rapport quickly.

• Calm under pressure: You can balance a queue of live support, training delivery, and travel logistics without losing focus.

• Proactive and curious: You don’t just close tickets. You look for trends, dig into the "why" of an issue, and think about how to prevent problems so the user has the best possible experience.

• A builder: You’re excited to shape a function from the ground up. You aren't looking for a handbook; you want to write it. You’re comfortable with ambiguity and enjoy the autonomy of being the first hire in this function for the US.

Bonus points:

• Experience supporting social workers, clinicians, or similar frontline organisations in the US

• A flair for design and creating training materials (e.g., experience with Canva)

• Experience in an early-stage or high-growth startup environment

If you are a Customer Success Manager who thrives on helping customers get the most out of SaaS products, but want to step away from the Sales element of a CSM role to focus purely on customer adoption and training, we'd love to hear from you!

About Beam

We’ve picked up an armful of awards for our work, including one from our former Queen. We've also been named by WIRED as one of London's 10 hottest startups and by LinkedIn as a Top 15 UK Startup. Meanwhile, we've been covered in the media literally thousands of times, including the likes of The FT, BBC, TechCrunch, Forbes and The Guardian.

We’re also proud to be backed by some of the world's leading tech investors and entrepreneurs, including the founders of Booking.com, Calm, Shazam and Dropbox.

Start your journey to a more impactful career today. We're excited to hear from you.

Reasonable adjustments:

Beam is committed to fostering an inclusive, diverse, and supportive work environment for all employees. This policy extends to our hiring practices.

We recognise that some candidates may need additional support during their hiring process to give them the best chance of being a success. To ensure that all candidates have an equitable opportunity during their process, we are committed to providing reasonable adjustments where required.

If you require a reasonable adjustment to be made during your process, please let your Talent Partner know. We encourage you to share this information, but there is no obligation to do so.

Please be reassured that any reasonable adjustment requests will not be taken into account when making a decision about your candidacy.