Customer Success Manager

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

You'll sit within the Customer Success team, working directly with the frontline teams who use Beam every day and the operational leaders who run their services, mostly across the public sector as well as private and charity sector partners. You'll own how a portfolio of customers gets real value from Beam: knowing each account better than anyone, caring deeply about whether it succeeds, and doing whatever it takes to get it there. You'll work hand in hand with your Account Manager as one team on every account. They lead the commercial relationship and define what success looks like; you own how we get there.

You'll be

Owning customer success

• Owning the plan for how each account hits the KPIs agreed with the customer, from activation through to sustained adoption and measurable impact, and seeing it through with urgency.

• Acting as the main point of contact for users, project managers and operational leaders, and running steering calls that leave customers clear on progress, risks and next steps.

• Choosing the right levers for each account, from champion networks, manager engagement and workflow changes to comms and training, delivered remotely and on site with customers across the UK.

• Partnering with Account Managers, Forward Deployed Engineers, Product, Engineering and Support to remove blockers quickly.

Knowing your accounts better than anyone

• Understanding each team’s day-to-day workflows, usage and barriers, and digging into what sits behind the numbers.

• Spotting disengagement and risk early, and leading the recovery plan.

• Using data and stories from the frontline to show the impact Beam is having, and building the evidence with your Account Manager ahead of conversions, expansions and renewals.

• Knowing Beam’s products inside out, and bringing in Forward Deployed Engineers when you need additional technical depth.

Being the voice of the customer

• Understanding how frontline teams work, what gets in their way and where Beam can make the biggest difference, and bringing that back to Product and Engineering to shape the roadmap.

• Working side by side with your Account Manager on account strategy: sharing what you’re seeing on the ground, spotting risks and opportunities early and shaping the plan together, while they lead commercial conversations.

Improving the function

• Running experiments with new ways to drive adoption, quickly dropping what doesn’t work and sharing what does so the whole team gets better.

• Improving guides and playbooks for the whole team based on what you see in the field.

You are

• Customer-obsessed. You treat your customers’ success as your own. You get to know them deeply, want them to be delighted with Beam, and do what’s right for them, not what’s easy.

• Relentless about results. You thrive working towards ambitious targets for adoption, impact and customer sentiment. You hold yourself accountable, act fast when things slip and keep going until customers are getting real, measurable value.

• High-energy and great with people. You bring energy to every room and every call. You build trust with everyone from frontline workers to senior operational leaders, make technology feel relevant to people who never asked for it, and aren’t afraid to challenge when it’s right for the customer.

• A natural collaborator. You see your Account Manager as your closest partner on every account, share what you’re learning openly, and pull in Product, Engineering and Support to get things done for customers.

• Curious. You want to understand the real work behind the data. You’re comfortable reading dashboards, but you combine the numbers with what you see on the ground, form a view on what’s really going on and are honest about what you don’t know yet.

• Sharp and resourceful. You put your effort where it will make the biggest difference for each customer, sequence the work and can explain the trade-offs. You treat playbooks as a starting point, not a script, try new approaches and quickly drop what isn’t working.

• Mission-driven. You care about the people using Beam and the difference technology can make to their work, not just the product itself.

One more thing

You absolutely don’t need to have done this exact role before. You’ll need customer-facing experience, ideally in SaaS, customer success, account management or implementation, and experience with public sector or frontline services is a bonus. If you’ve helped people succeed with something new and you’re excited to do that at pace for the frontline teams Beam serves, we’d love to hear from you.

Perks

• Generous EMI-qualifying share options

• Access to therapy, coaching, classes & content - powered by Oliva

• Your own financial well-being coach, through Bippit

• Generous Holiday - 25 days with 3 additional days over the Christmas period + bank holidays

• Work remotely up to 6 weeks a year

• Nursery scheme through Gogeta

• Healthcare cover through Benenden Health

• Enhanced parental leave: Primary Caregiver leave 18 weeks and Secondary Caregiver leave 4 weeks

• £200 WellBeam budget for activities enhancing wellbeing and professional development

• Annual membership to Shoreditch Exchange gym (London office only)

• Pension scheme where we contribute 3% of your salary and you contribute 5%.

• Free subscription to the Calm meditation app

• Discounted bike and accessories with Cyclescheme, and tech products with Techscheme

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 Jack&Jill as one of the world's 100 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.