At Lyrebird we're looking for a Customer Success Manager - SMB to join our team.
About the job 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.About you 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.Experience 3-5 years of experience in customer success within a SaaS or B2B environment.
Apply for the job Do you want to join our team as our new Customer Success Manager - SMB?
Then we'd love to hear about you!
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