Customer Success Manager (East Coast)

Beam • New York, NY

1d • $90,000 - $120,000

About The Position

Beam is hiring a Customer Success Manager for its Customer Adoption & Support team in the US East Coast. This high-autonomy role combines empathetic user support with proactive training, helping organisations embed Beam’s AI tools into frontline work. The role focuses on customer adoption and training rather than sales.

As an early hire in the US function, the Customer Success Manager will help build the foundations of Beam’s US enablement engine and define how Customer Success scales across the country. The role supports social workers, clinicians, and human services teams, enabling them to use Beam’s tools in their work.

Requirements

• Empathy and patience when supporting users who may find new AI technology overwhelming; explain things in simple steps and treat users respectfully.
• Clear written and verbal communication, with the ability to build trust and rapport quickly.
• Ability to balance live support, training delivery, and travel logistics while remaining focused.
• Proactive and curious approach to support, including identifying trends, investigating underlying issues, and considering how to prevent problems.
• Comfort with ambiguity and autonomy, and enthusiasm for building a function from the ground up.
• Interest in helping customers adopt SaaS products, with a focus on customer adoption and training rather than sales.

Nice To Haves

• Experience supporting social workers, clinicians, or similar frontline organisations in the US.
• Experience creating training materials, such as 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 US, sometimes on short notice, to provide hands-on support.
• Design simple resources, tutorials, and self-serve guides to help users build strong habits and sustain long-term adoption.
• Work with Product, Engineering, and Customer Support as the voice of the user.
• Share structured feedback and frontline insights, and help shape product improvements based on 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 US.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed