Customer Onboarding Manager

About Us

Lyrebird Health is transforming the quality and accessibility of healthcare by automating clinicians' most time-consuming tasks. Placed in General Practice, Allied Health, and Specialist clinics, Lyrebird is saving clinicians on average 2 hours per day and enabling a level of care that was previously impossible.

About The Job

We are looking for a dedicated Onboarding Manager to guide and support customers during the trial stage of their journey with Lyrebird Health. Through a structured and empathetic onboarding process, you will ensure customers feel supported and can quickly realise the value of our product, driving adoption and conversion rates. This role is perfect for someone who thrives on helping users, leads with empathy, and takes pride in educating customers on how to maximise their success with Lyrebird Health.

Your core responsibilities will include:

• Customer training and onboarding: Lead hands-on training sessions (via webinars, workshops, or one on one) to equip customers with the skills to maximise value from the platform.

• Guided onboarding experiences: Create and deliver personalised onboarding plans for new users to help them meet milestones and achieve early success.

• Empathetic customer support: Proactively address customer challenges during onboarding with a focus on listening, understanding, and resolving roadblocks effectively.

• TTV acceleration: Monitor onboarding progress and implement strategies to help customers achieve their TTV point faster.

• Account setup for success: Ensure all technical configurations and account details are set up properly to minimise future friction and optimise long-term adoption.

• Onboarding content development: Partner with internal teams to create and refine onboarding resources, such as user guides, video tutorials, and interactive checklists.

• Onboarding insights: Track key metrics (e.g., TTV, completion rates) and use data-driven insights to optimise onboarding workflows and improve the customer experience.

About you

Skills

• High-level customer service: Solving customer problems and excelling in both written and verbal communication.

• Training and facilitation: Leading engaging training sessions, webinars, or workshops.

• Onboarding process design: Creating interactive programs such as checklists, video tutorials, and email sequences.

• Data-driven decision-making: Tracking, interpreting, and optimising key metrics (e.g., TTV, retention, engagement).

• Technical proficiency: Familiarity with CRM tools like HubSpot and Intercom.

• Problem-solving: Creative and adaptable in addressing challenges and improving customer experiences.

Experience Level

• 1–2 years’ experience in customer-facing roles working with SaaS products.

• A strong understanding or background in the healthcare industry is a bonus.

Attitude & Approach to Work

• Customer-obsessed: Passionate about creating amazing customer experiences.

• Ownership mindset: Takes initiative and brings innovative ideas to improve processes and outcomes.

• Empathy-driven: Actively listens to customers and prioritises their needs.

• Solution-oriented: Maintains a positive and adaptable attitude when faced with challenges.

• Professional communication: Clear, concise, and effective in all interactions.

• Continuous improvement: Committed to learning and delivering the best outcomes for customers.