At a Glance
- Tasks: Empower users by providing training and support for our innovative AI tools.
- Company: Join Beam, a leading AI startup making a positive impact on society.
- Benefits: Enjoy a dynamic work culture, career growth, and the chance to shape your role.
- Other info: Be part of an award-winning team backed by top tech investors.
- Why this job: Make a real difference in communities while building something from the ground up.
- Qualifications: Empathy, clear communication, and a proactive mindset are key.
The predicted salary is between 56700 - 69300 £ per year.
At Beam, we’re building AI that serves society. We're a global team of ambitious, hardworking problem solvers, applying fast-moving startup energy to work that makes the world a better place. If you want to apply your talent to the biggest problems society faces, Beam is the place for you. You’ll be part of a high-performance culture where you'll make a huge impact, rapidly progress your career, and truly enjoy your work. Over 120,000 frontline workers across 400+ customers already use Beam to take notes, provide live interpretation and handle phone calls, so they can focus on the people who need them most. This is just the beginning.
About the role
Ready to build something from the ground up? We’re looking for a Customer Success Manager to join our Customer Adoption & Support team in the US (West Coast). This is far from your standard CSM job - it’s a dynamic, dual-impact role where you’ll blend high-touch, empathetic user support with proactive, high-energy training. You’ll be a strategic partner, helping organisations seamlessly embed our AI tools into the daily rhythm of frontline work. As one of our first hires in this function, you are the essential bridge between our breakthrough technology and the people who rely on it. You will empower social workers, clinicians, and human services teams across the United States, enabling them to use technology to make an even greater impact in American communities. This is a high-autonomy, high-impact role. You won't just follow a playbook; you'll write it, building the foundations of our US enablement engine and shaping how we scale across the country.
What you’ll do:
- Drive adoption and training: Lead onboarding sessions for new partner organisations. 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. You won’t treat training as a one-off session. You’ll focus on long-term adoption and real usage to save them time on their casework.
- Act as the voice of the user: Work closely with Product, Engineering and Customer Support. Share structured feedback and insights from the frontline. Help shape improvements based on real user needs.
- Build the playbook: Create and improve help centre content, guides and FAQs. Refine support processes as we scale. Help define what great Customer Success looks like in the US.
Who you are
- 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.
Bonus points:
- Experience supporting social workers, clinicians, or similar frontline organisations 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.
If you are a Customer Success Manager who thrives on helping customers get the most out of SaaS products, but want to step away from the Sales element of a CSM role to focus purely on customer adoption and training, we'd love to hear from you!
About Beam
We’ve picked up an armful of awards for our work, including one from our former Queen. We've also been named by WIRED as one of London's 10 hottest startups and by LinkedIn as a Top 15 UK Startup. Meanwhile, we've been covered in the media literally thousands of times, including the likes of The FT, BBC, TechCrunch, Forbes and The Guardian. We’re also proud to be backed by some of the world's leading tech investors and entrepreneurs, including the founders of Booking.com, Calm, Shazam and Dropbox. Start your journey to a more impactful career today. We're excited to hear from you.
Reasonable adjustments:
Beam is committed to fostering an inclusive, diverse, and supportive work environment for all employees. This policy extends to our hiring practices. We recognise that some candidates may need additional support during their hiring process to give them the best chance of being a success. To ensure that all candidates have an equitable opportunity during their process, we are committed to providing reasonable adjustments where required. If you require a reasonable adjustment to be made during your process, please let your Talent Partner know. We encourage you to share this information, but there is no obligation to do so. Please be reassured that any reasonable adjustment requests will not be taken into account when making a decision about your candidacy.
Customer Success Manager (West Coast) in London employer: Beam
At Beam, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters innovation and collaboration in our stunning Shoreditch location. With generous benefits including share options, wellness support, and flexible working arrangements, we empower our employees to thrive both personally and professionally while making a meaningful impact on society. Join us as we build a customer success team from the ground up, where your contributions will shape the future of our mission-driven company.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (West Coast) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Beam. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Beam before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager (West Coast) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Beam:Your cover letter is your chance to shine! Tell us why you want to work at Beam specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Beam!
How to prepare for a job interview at Beam
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
