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About the Role

This is a dynamic, dual-impact role blending high-touch, empathetic user support with proactive, high-energy training. You will be a strategic partner, helping organizations seamlessly embed AI tools into the daily rhythm of frontline work. As one of the first hires in this function, you will be the essential bridge between breakthrough technology and the people who rely on it, empowering social workers, clinicians, and human services teams across the United States. This is a high-autonomy, high-impact role where you will build the foundations of the US enablement engine and shape how Beam scales across the country.

Responsibilities

Lead onboarding sessions for new partner organizations.
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.
Focus on long-term adoption and real usage to save caseworkers time.
Work closely with Product, Engineering, and Customer Support.
Share structured feedback and insights from the frontline.
Help shape improvements based on real user needs.
Create and improve help centre content, guides, and FAQs.
Refine support processes as Beam scales.
Help define what great Customer Success looks like in the US.

Requirements

Empathetic and patient, able to break down complex technology into simple steps.
Friendly, articulate, and easy-to-understand communication style.
Ability to build trust and rapport quickly.
Calm under pressure, able to balance live support, training delivery, and travel logistics.
Proactive and curious, looking for trends and preventing problems.
Excited to shape a function from the ground up and comfortable with ambiguity.
Experience supporting social workers, clinicians, or similar frontline organizations in the US (bonus).
Flair for design and creating training materials (e.g., experience with Canva) (bonus).
Experience in an early-stage or high-growth startup environment (bonus).
Thrives on helping customers get the most out of SaaS products, focusing purely on customer adoption and training.

Skills

Customer Success
Training Delivery
Onboarding
User Support
Product Feedback
Content Creation
Process Improvement
Communication
Problem Solving

Location

US (East Coast)

Work Type

Full-time
Hybrid
Travel required

Experience Level

Mid-level

About the Company

Beam is building AI that serves society, with a global team of ambitious problem solvers applying startup energy to work that makes the world a better place.
Over 120,000 frontline workers across 400+ customers use Beam to take notes, provide live interpretation, and handle phone calls.
Beam has received awards and recognition, including being named by WIRED as one of London's 10 hottest startups and by LinkedIn as a Top 15 UK Startup.
The company has been covered in major media outlets like The FT, BBC, TechCrunch, Forbes, and The Guardian.
Beam is backed by leading tech investors and entrepreneurs.

Equal Opportunity

Beam is committed to fostering an inclusive, diverse, and supportive work environment for all employees.
This policy extends to hiring practices, including providing reasonable adjustments during the hiring process to ensure equitable opportunity.
Candidates requiring reasonable adjustments should inform their Talent Partner; sharing this information is encouraged but not obligatory.
Requests for reasonable adjustments will not be considered when making a hiring decision.