Customer Success Manager (West 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 West Coast region. This is a high-autonomy role combining empathetic user support with proactive training. The Customer Success Manager will partner with organisations to integrate Beam’s AI tools into frontline work and help social workers, clinicians, and human services teams across the United States use the technology effectively.

As one of the first hires in this function, the successful candidate will help establish Beam’s US enablement operation, develop its playbook, and shape how the company scales customer adoption and support across the country. The role focuses on customer adoption and training rather than sales.

Requirements

• Empathy and patience when helping users who may find new AI technology overwhelming.
• Clear, friendly, articulate communication skills, both written and verbal, and the 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 get the most out of 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.
• 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 US, sometimes on short notice, to provide hands-on support.
• Design resources, tutorials, and self-serve guides that help users build strong habits and achieve sustained adoption.
• Work with Product, Engineering, and Customer Support to share structured frontline feedback and insights.
• 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 US.

What This Job Offers

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