Head of Customer Experience

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 two hours per day and enabling a level of care that was previously impossible. We're on a mission to build technology that healthcare professionals can trust, and we need a visionary CX leader to help us deliver on that promise.

About The Job

We're seeking a passionate and experienced Head of Customer Experience to build and lead our Customer Experience function, encompassing Customer Support, Customer Success, and Customer Onboarding/Implementations. This is a pivotal leadership role where you'll shape how our users—from individuals to enterprise customers—experience our product and brand.

As the champion of CX at Lyrebird Health, you'll create a vision for world-class CX that builds trust, drives growth, and creates a competitive advantage. You'll be responsible for developing strategies and executing on them to ensure our users trust us, are successful, and feel supported at every touchpoint, particularly during critical moments in their journey.

What You'll Do

Strategic Leadership

• Develop and execute a comprehensive customer experience strategy that aligns with our company mission and growth objectives

• Champion the customer voice across the organization, ensuring customer insights drive product development and business decisions

• Create and maintain a customer-centric culture throughout the company

• Build, develop, and coach a high-performance CX team across support, success, and onboarding functions

Functional Leadership across CX Teams

• Customer Success: Design proactive success programs with segment-specific account management frameworks (individual, SMB, enterprise); establish health scoring models and create structured QBR/EBR processes that demonstrate ROI

• Customer Support: Build a responsive, empathetic support organization with clear SLAs, tiered support models, and escalation protocols that reinforce trust in critical moments

• Customer Onboarding: Create scalable onboarding and implementation processes that accelerate time-to-value across all customer segments; develop training programs and educational resources that maximize product adoption

• Develop strategies to identify and nurture product champions within customer organizations

• Create and maintain a comprehensive knowledge base that enables self-service resolution

• Establish clear milestones and feedback loops to continuously improve the customer journey

Team & Process Development

• Design and implement scalable, repeatable processes that deliver exceptional experiences across the customer journey

• Establish customer education and learning programs to help users maximize value from our product

• Create frameworks that enable your team to be trusted partners for clinicians navigating AI in healthcare

• Own the CX tech stack, leveraging technology and automation to deliver quality experiences at scale

Cross-Functional Collaboration

• Partner closely with Sales, Marketing, Product, and Engineering teams to ensure a cohesive customer experience

• Collaborate with Product and Engineering to translate customer feedback into product improvements

• Work with Sales and Marketing to ensure seamless handoffs and consistent messaging throughout the customer journey

• Align with Revenue Operations on forecasting, reporting, and process optimization

Performance & Growth

• Define, track, and own key customer metrics (CSAT, NPS, time-to-value, etc.)

• Set and deliver on customer retention and expansion targets (GRR and NRR)

• Analyze customer data to identify trends, opportunities, and areas for improvement

• Develop reporting frameworks that demonstrate the ROI of CX initiatives

• Build a voice-of-customer program that systematically captures and distributes feedback

What We're Looking For

Experience & Expertise

• 5-10 years of experience in customer experience leadership roles

• Proven track record building and scaling CX functions in high-growth SaaS environments supporting both individual/SMB users and enterprise customers

• Proficiency with HubSpot, Intercom and healthcare industry experience are a plus

Skills & Attributes

• Visionary Leadership: Ability to create and communicate a compelling vision for customer experience

• Team Building: Skilled at hiring, developing, and retaining top talent

• Human-First Approach: Highly relational with the ability to develop and grow relationships at all levels

• Data-Driven: Strong analytical skills and ability to translate data into actionable insights

• Process Excellence: Methodical approach to building scalable, repeatable processes

• Problem-Solving: Creative thinker who can develop innovative solutions to complex challenges

• Communication: Exceptional written and verbal communication skills

Why Join Us

Mission Driven

Be part of a highly mission-driven team. Your work has a direct impact in shaping the future of healthcare delivery and delivering better clinician/patient outcomes at scale.

High-Impact Role

You'll own key customer experience initiatives, shaping how our many users across Australia and the world interact with our product and brand.

Build Something Meaningful

This is an opportunity to build a world-class CX function from the ground up that will become a competitive advantage for our business.

Autonomy & Trust

We believe in empowering individuals to explore bold ideas and implement meaningful improvements.

This position is based in Melbourne, Australia.