Beneficial Deployments Customer Success Manager, Scaled Partnerships

Key Responsibilities

• Own scaled customer engagement for a broad portfolio of organizations, deepening relationships through structured touchpoints that drive activation, meaningful adoption, and sustained impact aligned to each organization's mission
• Design and execute one-to-many programs including workshops, office hours, cohort-based learning, peer learning webinars, partner-led thought leadership opportunities, and shared resources that educate organizations, accelerate adoption, and cultivate a vibrant cross-organizational community of practice
• Provide technical guidance. Help organizations shape AI roadmaps that are true to their mission and desired impact. Develop deep product expertise to guide implementation decisions, advise on safe and responsible adoption, and translate AI capabilities into mission-aligned outcomes for audiences from practitioners to executives
• Create focus for peer exchange. Elevate customer voices and enterprise, and surface shared lessons that strengthen the broader nonprofit ecosystem
• Channel customer voice back to economic mobility team and product team by learning alongside customers — synthesizing feedback from working sessions, enablement programs, and ongoing engagement to influence roadmap and improve their experience
• Partner cross-functionally with program leadership on engagement strategy, Product on adoption-driving features, and Customer Success on playbook development for enablement, upskilling, and change management
• Establish a structured feedback cadence across a one-year program arc, gathering input at regular checkpoints (e.g., 30/60/90 days, mid-year, and end-of-year) and channeling what we hear into shared reporting that keeps customers and program leadership aligned on what's working, what needs to shift, and how we're responding

Requirements

• 3-5+ years in customer-facing roles such as Customer Success, Partnerships, Program Management, or Consulting — with experience managing a broad portfolio of relationships or building scaled partner programs
• Experience working with mission-driven, nonprofit, public-sector, or purpose-led organizations
• Experience supporting organizational change management, adult learning, or workforce upskilling initiatives
• Experience with digital-first or tech-touch customer engagement: You’ve built or executed enablement programs including workshops, cohort-based learning, communities of practice, or partner onboarding journeys
• Systems thinking and process orientation: You naturally ask “how might we scale this?“ and have experience building repeatable playbooks, templates, and frameworks that work across a diverse set of partner organizations and missions
• Data-driven mindset: You’re comfortable analyzing partner engagement signals, adoption data, and program effectiveness to make decisions and optimize approaches
• Technical aptitude and AI enthusiasm: You quickly master complex products, translate technical concepts across audiences, and are genuinely excited about responsible AI’s potential to advance mission-driven work. You’re committed to helping partner organizations adopt Claude safely and effectively
• Excellent communication skills: You can create compelling written content for partner enablement and communicate effectively with stakeholders at all levels
• Comfortable building in ambiguity: This is an evolving motion—you’ll thrive creating structure where none exists, iterating quickly based on what you learn alongside partners, and adapting as the program grows

Nice to Haves

• Bachelor’s degree or an equivalent combination of education, training, and/or experience
• Experience in a field relevant to the role as demonstrated through coursework, training, or professional experience