Customer Success Manager

About This Role

This Customer Success Manager role is a dynamic, dual-impact position blending high-touch user support with proactive, high-energy training. You will be a strategic partner, helping organizations seamlessly embed AI tools into the daily rhythm of frontline work. As one of the first hires in this function in the US, you will build the foundations of the US enablement engine and shape how the company scales across the country.

Responsibilities

• Lead onboarding sessions for new partner organizations
• 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
• Focus on long-term adoption and real usage to save users time on their casework
• Work closely with Product, Engineering, and Customer Support
• Share structured feedback and insights from the frontline
• Help shape improvements based on real user needs
• Create and improve help center content, guides, and FAQs
• Refine support processes as the company scales
• Help define what great Customer Success looks like in the US

Requirements

• 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

Nice to have:

• Experience supporting social workers, clinicians, or similar frontline organizations 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

About the Company

Beam is building AI that serves society, with a global team of ambitious, hardworking problem solvers. Over 100,000 frontline workers already use Beam to take notes, provide live interpretation, and handle phone calls. The company has received awards for its work, including being named by WIRED as one of London's 10 hottest startups and by LinkedIn as a Top 15 UK Startup. It is backed by leading tech investors and entrepreneurs, including the founders of Booking.com, Calm, Shazam, and Dropbox.