Customer Success Manager - SMB

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.

About you

Skills

• 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: 3+ 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.