Senior Customer Success Manager - US

About the Role

As a Senior Customer Success Manager (CSM) at BeamUp, you will be the strategic partner and primary point of contact for our enterprise customers in the U.S. You will lead the customer journey from onboarding through ongoing engagement, ensuring successful adoption, operationalization, and measurable value from the BeamUp platform.

This position sits within the Customer Experience organization and involves close collaboration with the U.S. Sales team, as well as cross-functional partnerships with Sales, Product Management, R&D, and Marketing teams globally. Approximately 20% of your time will involve support management, including handling customer tickets and inquiries.

Key Responsibilities

• Ensure customers achieve maximum value and success with BeamUp’s platform.

• Deeply understand each customer’s organizational structure, business goals, and operational outcomes.

• Develop and manage customer success plans with clear goals, KPIs, and timelines.

• Track and report customer progress both internally and to stakeholders.

• Build and maintain strong relationships with key decision-makers and senior executives.

• Drive ROI through improved operational efficiency, risk mitigation, and accurate reporting.

• Deliver Executive Business Reviews (EBRs) and tailored product demonstrations.

• Identify and nurture growth opportunities, partnering closely with Sales and Sales Engineering.

• Provide frontline support to customers (20% of role), ensuring swift and effective issue resolution.

Requirements

• Minimum 5 years of experience in Customer Success roles at SaaS companies, preferably startups.

• Strong technical acumen and ability to translate complex concepts for varied audiences.

• Self-starter with high initiative and a passion for continuous learning.

• Excellent decision-making and analytical problem-solving abilities.

• Proven track record of managing strategic accounts, driving customer outcomes, and exceeding performance targets.

• Exceptional communication and interpersonal skills; comfortable engaging with stakeholders at all levels.

• Commercial mindset with the ability to thrive in a dynamic, fast-paced environment.

Preferred Qualifications

• 3+ years of experience in at least one of the following areas:

  • Support operations / Support management (e.g., ticket handling, escalation workflows)

  • Supply chain management / Enterprise operations

• Familiarity with tools such as Salesforce, Intercom, or Zendesk.