Customer Success Manager

Customer Success Manager The Role The GP market is moving fast, and the CSMs who build relationships at this scale will shape how deeply Lyrebird embeds into the clinical workflows that matter most. As Customer Success Manager for SMB, you'll own a portfolio of small-to-mid-sized practices and clinics across two distinct commercial motions: protecting and growing revenue in accounts where Lyrebird is already embedded, and converting warm footholds into clinic-wide arrangements where the opportunity hasn't been fully realised yet. Both require the same outcome. The path to it looks different. You're energised by breadth and complexity in equal measure. You can hold a large book of accounts with genuine care, because you've built the systems and habits that let you operate at scale without losing sight of where the real opportunity sits. You're commercially minded and genuinely curious about how clinicians work. You find it natural to move between coaching a practice manager on adoption and making the case for an expansion to a clinic owner. You don't wait to be told where the risk or the upside is. You find it first, and you act. About Us Lyrebird Health is building the medical intelligence layer for modern healthcare. Today, we offer a clinical AI platform purpose-built to elevate the standard of care across all clinical settings. The platform brings together ambient realtime document creation, intelligent document management and clinical workflow automation, native patient data integrations across siloed health systems, and a patient and clinical communications layer. This system delivers better patient outcomes. By empowering clinicians with higher quality and more three-dimensional patient information at the right time, lightening the clinician’s mental load during consults, automating comms that increase velocity of action around a patient, and keeping the patient in the loop the entire time; the experience of delivering, and receiving care, are being completely transformed. Every year in Australia, ~3000 people die from preventable medical errors. Not from incurable diseases, but from misdiagnosis, missing information, and clinicians making decisions under impossible circumstances. This transformation can’t come fast enough. What you'll do Own a sizeable portfolio of SMB healthcare accounts across two commercial motions: retaining and growing revenue in well-penetrated clinics, and expanding Lyrebird's footprint in practices where individual clinicians are already using the product but a clinic-wide arrangement hasn't been made. Convert existing individual users into commercial entry points, building relationships with practice managers and principals to make the case for clinic-wide adoption without relying on cold outreach. Drive activation and usage in new accounts, getting clinicians to genuine habit fast so early momentum doesn't stall. Lead renewal and expansion conversations independently, including seat growth and new product opportunities, without needing internal support to close. Analyse usage data across your book to prioritise your time, surface upsell opportunities, and intervene on risk before it becomes churn. Build relationships with practice owners, managers, and clinical leads who become genuine advocates and accelerate adoption within their networks. Contribute to the SMB success playbook, building repeatable processes and resources that raise the standard across the function. What you'll bring A track record of managing a high-volume B2B customer portfolio with accountability for retention and revenue growth, not just satisfaction scores. The commercial instincts to spot expansion opportunity inside an existing account and drive it to close, including in accounts where the relationship is still being built. A genuine understanding of what drives adoption and behaviour change: you know how to move customers who aren't fully engaged, not just support the ones who already are. The communication skills to build trust quickly with time-poor clinicians and practice owners, and the directness to have honest conversations when things aren't working. Nice to have Experience working with GP practices, primary care, or allied health settings. Familiarity with onboarding workflows or working closely with implementation teams. Prior experience at a high-growth startup where processes were still being built. Exposure to the specific pressures and procurement dynamics of small clinical practices. The CSM who joins this team won't just manage a portfolio. They'll be the reason hundreds of clinicians reclaim time with their patients and stay in a system that desperately needs them. That's the work, and it's worth doing with urgency and care. We're building a team that reflects the diversity of the people who benefit from our work. We want Lyrebird to be a place where everyone feels safe, supported, and able to thrive. If you're from an underrepresented background in tech, we strongly encourage you to apply, even if you don't meet every requirement.