Customer Success Manager (West Coast)

Beam•New York, NY

About The Position

Beam is hiring a Customer Success Manager for its Customer Adoption & Support team in the United States (West Coast). This high-autonomy role combines empathetic user support with proactive training, helping customer organisations embed Beam’s AI tools into the daily work of frontline teams, including social workers, clinicians, and human services staff. The position is described as one of the first hires in this function and will help establish Beam’s US customer enablement approach.

Requirements

Empathy and patience when helping users who may find new AI technology overwhelming.
Ability to explain information in simple steps and treat users with respect and kindness.
Clear, friendly, articulate written and verbal communication skills.
Ability to build trust and rapport quickly.
Ability to balance live support, training delivery, and travel logistics while remaining focused.
Proactive approach to identifying trends, investigating the causes of issues, and preventing problems.
Comfort with ambiguity and autonomy, and enthusiasm for building a function from the ground up.
Interest in helping customers adopt and get the most out of SaaS products, with a focus on adoption and training rather than sales.

Nice To Haves

Experience supporting social workers, clinicians, or similar frontline organisations in the United States.
A flair for design and creating training materials, such as experience with Canva.
Experience in an early-stage or high-growth startup environment.

Responsibilities

Lead onboarding sessions for new partner organisations.
Deliver clear, engaging, interactive training virtually and in person.
Travel to customer sites across the United States, sometimes on short notice, to provide hands-on support.
Design simple resources, tutorials, and self-service guides that help users build strong habits.
Support long-term adoption and real product usage to help customers save time on casework.
Share structured feedback and frontline insights with Product, Engineering, and Customer Support.
Help shape product improvements based on real user needs.
Create and improve help centre content, guides, and FAQs.
Refine support processes as the company scales.
Help define what great Customer Success looks like in the United States.