Customer Success Manager (East Coast)

Beam•New York, NY

About The Position

Beam is seeking a Customer Success Manager to join its Customer Adoption & Support team in the United States (East Coast). This high-autonomy role combines empathetic user support with proactive training to help organizations embed Beam’s AI tools into frontline work. The role supports social workers, clinicians, and human services teams across the United States, helping them use the technology effectively. As an early hire in the function, the Customer Success Manager will help establish Beam’s US enablement operations and shape how the company scales customer success across the country. The role focuses on customer adoption and training rather than sales.

Requirements

Communicate clearly and accessibly in writing and speech.
Build trust and rapport quickly.
Remain calm and focused while balancing live support, training delivery, and travel logistics.
Take a proactive, curious approach to identifying issue trends, investigating causes, and preventing problems.
Be comfortable with ambiguity and autonomy, and willing to build a function and its processes from the ground up.
Have an empathetic, patient approach to supporting users adopting new AI technology.

Nice To Haves

Experience supporting social workers, clinicians, or similar frontline organizations in the United States.
Experience creating training materials, including a flair for design or experience with Canva.
Experience in an early-stage or high-growth startup environment.
Experience helping customers get the most out of SaaS products.

Responsibilities

Lead onboarding sessions for new partner organizations.
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 resources, tutorials, and self-service guides that help users build effective habits.
Promote long-term adoption and meaningful product usage to help customers save time on casework.
Work with Product, Engineering, and Customer Support teams.
Share structured feedback and insights from frontline users and help shape product improvements around their needs.
Create and improve help center content, guides, and FAQs.
Refine support processes as the company scales.
Help define and establish Customer Success practices in the United States.