Customer Success Manager

Job description

At Beam, you get to do work that matters for the world. We’re solving the world's toughest social problems with an incredible team, tech and AI. And we’re growing fast 🚀 It’s not easy. Nothing worth doing ever is. Join a company at the forefront of social impact, driving first-of-its-kind positive change. 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. From top-tier coaching and personal development budgets to competitive salaries, we take care of everyone who works at Beam. We’ve already seen incredible growth from our Beam Notes product, helping frontline workers save over 8 hours of admin per week. From social workers and NHS clinicians to mental health practitioners and safeguarding specialists, nearly 100,000 frontline workers across the UK, US and Australia are now using Beam Notes regularly to deliver faster, more human-centred support. ABOUT THE ROLE Beam’s mission is to give everyone access to human-centred welfare services. Great technology is the key to providing this at scale, and we’re building a suite of AI products to revolutionise frontline work. Our first product, Beam Notes, is an AI-powered tool helping social workers save more than 50% of their time whilst delivering high-quality care to vulnerable residents who need it most. There’s lots of excitement across Government around using advanced technology to tangibly improve the lives of residents and with Beam Notes we can pioneer the use of AI in frontline services. Your role is to ensure pilots deliver impact for customers, before negotiating and agreeing expanded contracts. From there, you will manage and grow a portfolio of accounts, ensuring frontline teams get increasing value from Beam's software products as we scale. This is a broad and hands-on role. You’ll spend a lot of your time with users - especially social workers - helping them understand and use the product. Alongside this, you’ll build a network of champions at every level to inform and grow the partnership. When you’re not out and about, you’ll be digging into data and qualitative feedback to problem-solve for your customers and acting as a customer advocate to inform product improvement. When a pilot is completed, you’ll provide a comprehensive evaluation and lead the negotiation for an extended contract. This is a new function and you’ll be brimming with ideas about what great customer success looks like for our users, and excited to play a part in transforming how care is delivered across the UK 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 - through clear, concise updates and reports, you’ll be showcasing how impactful our partnerships can be - 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 - you have a strong track record managing upsells, with the skills to efficiently and effectively close expansion deals for a new product - 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 https://www.gov.uk/tax-employee-share-schemes/enterprise-management-incentives-emis share options - Access to therapy, coaching, classes & content - powered by Oliva https://www.oliva.health/ - 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 - Eligible for a 6-week sabbatical after 3 years in service - 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 Our team of 200+ embraces a hybrid working approach, enjoying 2-3 days of vibrant collaboration in our beautiful Shoreditch co-working space, fully equipped with rooftop views, an onsite barista and kitted out gym. We’ve picked up an armful of awards https://beam.org/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 https://www.wired.co.uk/article/london-hottest-startups-2021 and by LinkedIn as a Top 15 UK Startup https://www.linkedin.com/pulse/linkedin-top-startups-2022-15-uk-companies-rise-linkedin-news-uk/?trackingId=9TqxvkXTjF2HSPvSIWLczw%3D%3D. Meanwhile, we've been covered in the media literally thousands of times, including the likes of The FT, BBC, TechCrunch, Forbes and The Guardian https://beam.org/press. We’re also proud to be backed by some of the world's leading tech investors and entrepreneurs, including the founders of Booking.com http://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.