Customer Success Manager - Enterprise
At Lyrebird we're looking for a Customer Success Manager - Enterprise to join our team.
Full-time · Melbourne
Customer Success Manager - Enterprise
As a Customer Success Manager at Lyrebird Health, you will focus on managing and growing high-value enterprise accounts, ensuring an effortless experience for clinicians. You will collaborate with the Head of Customer Experience to design and implement churn prevention and expansion playbooks, driving growth and retention. By closely monitoring customer health metrics, you’ll proactively identify and act on opportunities for upselling, renewals, and referrals.
Core responsibilities:
Portfolio management: Manage high-value enterprise accounts, ensuring consistent delivery of results across $1M–$5M ARR.
Strategic planning: Conduct QBRs and develop account strategies that align customer goals with business outcomes.
Stakeholder management: Build and maintain strategic relationships with key decision-makers to gather insights, drive outcomes, and establish yourself as a trusted partner.
Expansion focus: Identify expansion, referral, and renewal opportunities to maximise account growth.
Cross functional collaboration: Partner with sales and product teams to advocate for customer needs and shape the roadmap.
Organisational navigation: Confidently work through complex customer structures to influence outcomes and mitigate risks.
Proactive retention: Monitor customer health metrics and implement strategies to prevent churn and drive growth.
Operational foundations: Establish scalable workflows, tools, and reporting processes for enterprise account management.
Strategic relationship management: Incredibly strong interpersonal skills with the ability to develop and maintain key strategic relationships. Confident in risk mitigation and driving customer outcomes.
Analytical thinker: Obsessed about customer metrics and using data to drive the most impactful outcomes and best customer outcomes:.
Problem solver: As we build and scale the Customer Success function at Lyrebird, we need someone who thrives in ambiguity and is motivated by the challenge of designing and establishing foundational processes.
Communication and influence: Effectively navigate complex organisations, influence decision-makers, and collaborate across internal teams.
Strategic thinking: Someone who consistently takes a big-picture approach, developing innovative and scalable strategies to drive customer growth and long-term success.
4-5 years experience
Do you want to join our team as our new Customer Success Manager - Enterprise? Then we'd love to hear about you!