Beam Up Customer Success Manager responsible for onboarding, training, and supporting US East Coast customers using AI tools. Act as a strategic partner to embed technology into frontline work and build the US enablement engine.
Responsibilities
Ready to build something from the ground up? We’re looking for a Customer Success Manager to join our Customer Adoption & Support team the US (East 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.
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
Qualification
Empathetic and patientA clear communicatorCalm under pressureProactive and curiousA builderExperience supporting social workersReasonable adjustments
Required
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.
Preferred
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!
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.
