Customer Success Manager - SMB

At Lyrebird we're looking for a Customer Success Manager - SMB to join our team.

About The Job

At Lyrebird Health, the Customer Success Manager - SMB plays a pivotal role in ensuring our SMB customers thrive. This role is focused on building strong, trust-based relationships with customers, driving adoption and retention, and delivering measurable growth. You’ll manage a large customer portfolio, proactively identifying opportunities to maximise value and prevent churn while serving as a trusted advisor for their success. This is an exciting opportunity for someone who is customer-obsessed, thrives in a collaborative, dynamic environment, and is passionate about delivering exceptional customer experiences.

Core Responsibilities

• Customer Relationship Management: Build and maintain strong relationships with SMB customers, ensuring long-term satisfaction and trust.
• Growth & Retention: Monitor product usage to identify upselling, expansion, and renewal opportunities, driving adoption and retention.
• Customer Experience: Deeply understand how clinicians are using the product, ensuring their experience shapes customer success initiatives.
• Segment Strategy: Manage a large SMB customer segment, designing tailored strategies to maximise value, adoption, and expansion opportunities.
• Referral Growth: Drive customer referrals by establishing strong relationships and consistently delivering high levels of support.
• Customer Health Monitoring: Regularly assess customer health metrics (e.g., usage, satisfaction, support tickets) to proactively identify risks and opportunities for improvement.
• Churn Prevention: Identify early signs of churn and develop proactive strategies to retain at-risk customers.
  
  

Skills

About you

• Customer Success Experience: Experience managing a portfolio of customers, ideally within a tech B2B environment.
• Customer Engagement: Confidently engage with high-level stakeholders to drive strategic growth.
• Growth-Oriented Mindset: Ability to understand customer needs and identify opportunities to drive growth, adoption, and retention.
• Communication: Exceptional verbal and written communication skills, with an empathetic approach to customer interactions.
• Customer Success Frameworks: Strong understanding of Customer Success frameworks to shape service strategies and drive measurable outcomes.
• Negotiation & Contract Management: Experience in handling renewals and contract discussions to ensure favourable terms for both customers and the business.
• Customer Insights & Reporting: Ability to generate actionable insights from customer data and deliver reports to stakeholders to inform decision-making.
  
  

Experience

• Customer Success Experience: 2+ years managing a portfolio of SMB customers, preferably in a tech B2B environment, with a proven track record of driving adoption, retention, and growth
  
  

Attributes

• Customer-Obsessed: Passionate about building meaningful relationships with customers, understanding their needs, and ensuring their long-term success and satisfaction.
• Empathy-Driven: Approaches every customer interaction with care, actively listening to their concerns and tailoring solutions to their unique challenges.
• Proactive Problem-Solver: Anticipates customer needs and proactively identifies opportunities or risks to deliver impactful solutions before issues arise.
• Growth-Focused: Continuously seeks ways to add value for customers, driving adoption, retention, and expansion opportunities within the SMB segment.
• Data-Driven Decision-Maker: Utilises customer health metrics, usage data, and insights to make informed decisions, improve outcomes, and prioritise effectively.
• Adaptable and Collaborative: Thrives in a dynamic environment, working across teams and adjusting strategies to meet the evolving needs of SMB customers.
  
  

Apply for the job

Do you want to join our team as our new Customer Success Manager - SMB? Then we'd love to hear about you!