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Customer Success Manager

Lyrebird Health · Melbourne

Customer SuccessSenior LevelQuick applyfull-timeabout 1 month ago

About The Role

  • What you'll do
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  • Own a high-volume portfolio of SMB healthcare accounts from activation through renewal, ensuring every practice realises measurable value from Lyrebird.
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  • Drive adoption at speed by identifying usage gaps early and intervening with the right resource, conversation, or escalation before risk becomes churn.
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  • Lead renewal and expansion conversations independently, including upsell into larger seat counts or additional products, without needing internal support to close.
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  • Build relationships with practice owners, managers, and clinical leads who become genuine advocates and accelerate adoption within their networks.
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  • Analyse usage data across your portfolio to surface trends, prioritise your time, and translate insights into a clear commercial action plan.
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  • Represent the voice of your customers internally, working with product and implementation to resolve issues quickly and surface patterns that inform the roadmap.
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  • Contribute to the SMB success playbook, building repeatable processes and resources that raise the standard across the function.
  • What you'll bring
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  • A track record of managing a high-volume B2B customer portfolio with accountability for retention and growth, not just satisfaction.
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  • The commercial rigour to assess account health, prioritise across a large book, and drive renewals and expansions to close.
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  • Strong instincts for adoption and behaviour change: you understand what makes customers actually use a product, and you know how to move them when they don't.
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  • The communication skills to build trust quickly with time-poor clinicians and practice owners, and the directness to have honest conversations when things aren't working.
  • Nice to have
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  • Experience working with GP practices, primary care, or allied health settings.
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  • Familiarity with onboarding workflows or working closely with implementation teams.
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  • Prior experience at a high-growth startup where processes were still being built.
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  • Exposure to healthcare procurement or the specific pressures of small clinical practices.

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