Description:
This is a Customer Sucess Manager - SMB role with one of the leading companies in AU right now -- Lyrebird Health -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off.
More About the Role at Lyrebird Health
## **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:** 2+ 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.
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