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 100,000 frontline workers 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 As a Customer Success Manager at Beam, you will be in a highly commercial role - ideal for someone with a strong sales or account executive background who wants to move into owning the complete lifecycle after the initial deal. You won’t just be managing relationships; you will actively own renewals, expansion targets, and commercial negotiations. You will use your understanding of sales cycles and buyer incentives to convert pilots into high-value, long-term partnerships, helping frontline teams get increasing value from Beam’s products as we scale. This is a broad, hands-on role. You’ll spend significant time with users - particularly social workers - driving adoption, building champions and understanding how Beam can best support their work. You’ll combine this with data and customer feedback to solve problems, demonstrate impact and shape our product roadmap. Overall, you’ll play a key role in managing and growing a portfolio of accounts, and as one of the first members of a new customer success function, you’ll have real ownership in shaping what great customer success looks like at Beam. You’ll be Building strong relationships - from front-line teams to senior leadership across Local Councils, Central Government departments, charities and private sector social care providers Driving adoption - through both organised training and proactive engagement with front-line teams and managers Demonstrating the impact of our work: - utilise account data, ROI metrics, and usage trends to build compelling business cases for contract renewals and cross-selling additional Beam products Identifying and securing expansions - spotting opportunities, developing proposals and leading contract negotiation Acting as the voice of the customer - sharing feedback which drives our product roadmap Helping build the customer success team - we’re a new team, and you’ll be at the forefront of designing how customer success at Beam works You are A natural relationship builder - quickly building rapport and establishing trust to develop meaningful relationships with both senior stakeholders and front line teams A strong multi tasker - you’re incredibly organised, comfortable with multi tasking and can switch between different activities with ease Results-driven - you thrive working towards ambitious individual KPIs A confident negotiator - proven track record of managing upsells, negotiating contracts, closing deals, and meeting or exceeding revenue/expansion targets Adaptive and resilient - you thrive in a dynamic environment and are optimistic about overcoming obstacles while maintaining motivation You'll need Demonstrable experience of driving growth - through excellent partner or account management in a startup, leading corporate or in the public sector. Ideally, you’ll have experience in customer success for a software product A strong sense of diplomacy - you know how to appropriately build relationships with stakeholders across Government and social care organisations A creative, growth mindset - when there’s a bottleneck, you bring solutions and novel ideas for experimentation that deliver value for customers Incredible discovery techniques - strong listening and questioning skills to uncover critical information, identify decision makers, and understand client problems where Beam can help Perks Generous EMI-qualifying