Customer Sucess Manager - SMB
At Lyrebird we're looking for a Customer Sucess Manager - SMB to join our team.
Full-time · Melbourne
Customer Sucess Manager - SMB
The Customer Success Manager at Lyrebird Health plays a crucial role in driving customer satisfaction and growth. This position focuses on building lasting relationships with SMB customers, ensuring they derive maximum value from the product leading to long term growth and expansion.
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.
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 favorable 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.
3-5 years of experience in customer success within a SaaS or B2B environment.
Do you want to join our team as our new Customer Sucess Manager - SMB? Then we'd love to hear about you!