Founding Customer Success Manager

Beam; New York (NY); Hybrid; USD 80,000 - 130,000; Full time

Benefits offered by this job

Healthcare plan

401k

Wellbeing budget

Job summary

Beam is expanding its Beam Notes platform in the United States and seeks a Customer Success Manager to lead onboarding for US partners, drive product adoption, and cultivate strong, long-term relationships with frontline workers and leadership. You’ll work closely with the CEO and an elite team to validate impact and uncover growth opportunities while shaping the US CS process and strategy.

You’ll own pilot evaluations, gather benchmarks, and deliver concise updates that demonstrate value and

Qualifications

• 2-4 years in a high-growth VC-backed startup.
• Experience onboarding and driving product adoption.
• Strong relationship-building and communication skills.
• Experience with partner management and renewals.

Responsibilities

• Lead onboarding for US partners (remote and in-person) and ensure smooth implementation of Beam Notes.
• Drive product adoption by gathering feedback and conducting trainings with users.
• Cultivate strong partnerships through exceptional customer experience across frontline workers to leadership.
• Lead pilot evaluations, collect benchmark data, and report on impact for US partnerships.
• Identify and secure growth opportunities, develop proposals, and coordinate with leadership on renewals and expansions.
• Serve as the voice of the customer to inform product and GTM strategy and help build US CS processes.

Skills

Relationship Building

Communication Skills

Proactive Approach

Attention to Detail

Growth Mindset

Startup Experience

Job description

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 100,000 frontline workers 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

We’re seeking a passionate and driven Customer Success Manager to champion Beam's exciting expansion into the United States with our innovative platform, Beam Notes. Working closely with an elite team and the CEO, this pivotal role will be instrumental in ensuring the success and growth of our initial US partnerships, establishing our impact, and directly contributing to our ambitious journey. You will be at the forefront of ensuring our US partners realize the full value of Beam Notes, fostering strong relationships and driving adoption within key accounts.

Beam Notes is an AI-powered tool, already used and loved by thousands of frontline caseworkers in the UK, designed to significantly reduce administrative burden for frontline workers across various fields. This is a hands-on and high-impact role where you will be responsible for onboarding new partners, driving product adoption, project managing delivery, identifying and executing on opportunities for growth. You’ll be crucial in validating our impact in the US and building the foundation for long-term partnerships, all while helping the frontline care sector drastically improve its delivery of care.

You’ll be:

• Spearheading Successful Onboarding: Leading the onboarding process for new US partners, both remote and in person, ensuring a smooth and effective implementation of Beam Notes.


• Driving Adoption: By gathering feedback, delving deep into the data and directly running training and feedback sessions with users


• Cultivating Strong Partnerships: You’ll go above and beyond to deliver a truly magical customer experience. From frontline workers to senior leadership, product feedback to training, you’ll be in the details which matter.


• Demonstrating Impact: You’ll lead on pilot evaluation, gathering benchmark data and analysing the impact of Beam Notes. Through clear, concise updates and reports, you’ll be showcasing how impactful our partnerships can be.


• Identifying and Securing Growth Opportunities: Proactively identifying opportunities for account expansion, developing proposals, and working with leadership to secure long term contracts, expansion and renewals.


• Serving as the Voice of the Customer: With an eye for detail and relentless focus on customer experience, you’ll identify and share critical learnings to inform both our product development and wider go-to-market strategy.


• Contributing to Customer Success Strategy: Helping to build and refine the customer success processes and playbooks for the US market.

You’ll have:

• Exceptional Relationship Building Skills: A natural ability to build rapport and establish trust with individuals at all levels, fostering strong connections.


• Top-Class Communication Skills: You have outstanding written and verbal communication skills, at ease articulating complex ideas clearly and delivering engaging presentations


• A Proactive Approach: You have a keen eye for customer needs and proactively find ways to improve the customer experience, from solving problems before the customer even knows they have one to finding new ways to surprise and delight


• Meticulous Attention to Detail: You understand that precision matters and bring a careful eye to your work. You’re ready and willing to roll up your sleeves and dive in to deliver an outstanding customer experience


• An Adaptive and Growth Mindset: You thrive in a dynamic environment, are comfortable with ambiguity and are eager to learn and adapt quickly.


• A Genuine Passion for Impact: You are truly motivated by the opportunity to make a positive difference in the frontline care sector.


• Startup Experience: 2 - 4 years in a high-growth VC-backed startup.

Success looks like:

• Achieving high levels of product adoption and engagement within our initial US partner organizations.


• Building strong, long-lasting relationships with key stakeholders.


• Successfully identifying and securing account renewals and expansion opportunities.


• Providing valuable customer insights that inform Beam’s US market strategy and product development.


• Contributing to the development of a strong customer success function in the US.

Compensation

• Basic Salary of $80k - $130k + competitive commission


• Competitive range of perks based on geography

*Final compensation will be determined based on the candidate's qualifications, skills, location and previous experience

Perks

• Healthcare plan


• 401k


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


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


• Generous Holiday - 23 days, including 3 days over the Christmas period + US public holidays.


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


• Enhanced parental leave: Primary Caregiver leave is two weeks above the State minimum, and Secondary Caregiver leave is 2 weeks


• $270 WellBeam budget for activities enhancing wellbeing and professional development.


• WFH Equipment budget - up to $400 allowance to be used on workstation equipment (monitor, desk, keyboard, mouse, etc)


• Free subscription to Calm meditation app.

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.