Customer Success Manager

Job description

### **The Role** The GP market is moving fast, and the CSMs who build relationships at this scale will shape how deeply Lyrebird embeds into the clinical workflows that matter most. As Customer Success Manager for SMB, you'll own a portfolio of small-to-mid-sized practices and clinics from onboarding through to renewal and expansion. This is a high-volume, high-impact role: the kind where your ability to spot patterns across accounts and act quickly is what separates a thriving portfolio from a churning one. You're energised by breadth, not just depth. You can hold 50 accounts with the same care you'd give five, because you've built the systems and habits that let you operate at scale without dropping the ball. You're commercially minded and genuinely curious about how clinicians work, and you find it natural to move between coaching a practice manager on adoption and making the case for an expansion to a clinic owner. You don't wait to be told where the risk is. You find it first. ### **About Us** Every day in Australia, 10 people die from preventable medical errors, not from incurable diseases, but from misdiagnosis, missed information, and clinicians making decisions under impossible pressure. At the centre of that failure is a doctor spending 40% of their day on paperwork instead of patients. Lyrebird is fixing that. We turn real clinical conversations into accurate notes, automatically. Thousands of clinicians across multiple disciplines use Lyrebird every day in environments where accuracy, safety, and time matter deeply. We're Series A-backed, growing fast across Melbourne, the UK, and Asia, and there's a finite window right now to own the GP market and build everything else on top of it. ### ### What you'll do - 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. ### What you'll bring - 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. ### Nice to have - Experience working with GP practices, primary care, or allied health settings. - Familiarity with onboarding workflows or working closely with implementation teams. - Prior experience at a high-growth startup where processes were still being built. - Exposure to healthcare procurement or the specific pressures of small clinical practices.