Own a high-volume portfolio of SMB healthcare accounts from activation through renewal, ensuring every practice realises measurable value from Lyrebird.
Drive adoption at speed by identifying usage gaps early and intervening with the right resource, conversation, or escalation before risk becomes churn.
Lead renewal and expansion conversations independently, including upsell into larger seat counts or additional products, without needing internal support to close.
Build relationships with practice owners, managers, and clinical leads who become genuine advocates and accelerate adoption within their networks.
Analyse usage data across your portfolio to surface trends, prioritise your time, and translate insights into a clear commercial action plan.
Represent the voice of your customers internally, working with product and implementation to resolve issues quickly and surface patterns that inform the roadmap.
Contribute to the SMB success playbook, building repeatable processes and resources that raise the standard across the function.

A track record of managing a high-volume B2B customer portfolio with accountability for retention and growth, not just satisfaction.
The commercial rigour to assess account health, prioritise across a large book, and drive renewals and expansions to close.
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.
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.

The CSM who joins this team won't just manage a portfolio. They'll be the reason hundreds of clinicians reclaim time with their patients and stay in a system that desperately needs them.
We're building a team that reflects the diversity of the people who benefit from our work. We want Lyrebird to be a place where everyone feels safe, supported, and able to thrive. If you're from an underrepresented background in tech, we strongly encourage you to apply, even if you don't meet every requirement.

Customer Success Manager

Key skills