Founding Customer Success Manager, Beam

• Exceptional Relationship Building Skills: A natural ability to build rapport and establish trust with individuals at all levels, fostering strong connections
• Top-Class Communication Skills: You have outstanding written and verbal communication skills, at ease articulating complex ideas clearly and delivering engaging presentations
• A Proactive Approach: You have a keen eye for customer needs and proactively find ways to improve the customer experience, from solving problems before the customer even knows they have one to finding new ways to surprise and delight
• Meticulous Attention to Detail: You understand that precision matters and bring a careful eye to your work. You’re ready and willing to roll up your sleeves and dive in to deliver an outstanding customer experience
• An Adaptive and Growth Mindset: You thrive in a dynamic environment, are comfortable with ambiguity and are eager to learn and adapt quickly
• A Genuine Passion for Impact: You are truly motivated by the opportunity to make a positive difference in the frontline care sector

Desirable

• We’re seeking a passionate and driven Customer Success Manager to champion Beam's exciting expansion into the United States with our innovative platform, Magic Notes
• Working closely with an elite team and the CEO, this pivotal role will be instrumental in ensuring the success and growth of our initial US partnerships, establishing our impact, and directly contributing to our ambitious journey
• You will be at the forefront of ensuring our US partners realize the full value of Magic Notes, fostering strong relationships and driving adoption within key accounts
• Magic Notes is an AI-powered tool, already used and loved by thousands of frontline caseworkers in the UK, designed to significantly reduce administrative burden for frontline workers across various fields. This is a hands-on and high-impact role where you will be responsible for onboarding new partners, driving product adoption, project managing delivery and identifying opportunities for growth
• You’ll be crucial in validating our impact in the US and building the foundation for long-term partnerships, all while helping the frontline care sector drastically improve its delivery of care
• Spearheading Successful Onboarding: Leading the onboarding process for new US partners, ensuring a smooth and effective implementation of Magic Notes
• Driving Adoption: By gathering feedback, delving deep into the data and directly running training and feedback sessions with users
• Cultivating Strong Partnerships: You’ll go above and beyond to deliver a truly magical customer experience. From frontline workers to senior leadership, product feedback to training, you’ll be in the details which matter
• Demonstrating Impact: You’ll lead on pilot evaluation, gathering benchmark data and analysing the impact of Magic Notes. Through clear, concise updates and reports, you’ll be showcasing how impactful our partnerships can be
• Identifying and Securing Growth Opportunities: Proactively identifying opportunities for account expansion, developing proposals, and working with leadership to secure long term contracts, expansion and renewals
• Serving as the Voice of the Customer: With an eye for detail and relentless focus on customer experience, you’ll identify and share critical learnings to inform both our product development and wider go-to-market strategy
• Contributing to Customer Success Strategy: Helping to build and refine the customer success processes and playbooks for the US market
• Success looks like:
• Achieving high levels of product adoption and engagement within our initial US partner organizations
• Building strong, long-lasting relationships with key stakeholders
• Successfully identifying and securing account renewals and expansion opportunities
• Providing valuable customer insights that inform Beam’s US market strategy and product development
• Contributing to the development of a strong customer success function in the US

• We have a four-stage interview process, giving you plenty of time to learn about Beam while we get to know you
• A 30 minute call with a member of our talent team
• A case study task/interview with a member of the customer success team
• A roleplay/presentation with members of the team and our CCO, Rachel
• Final round with Beam’s CEO, Alex