Customer Success Manager

The Role

Most CSM roles are about holding ground. This one is about taking it, and the person who joins now will have more market opportunity in front of them than they'll likely see again. As Senior Customer Success Manager, you'll own a portfolio of enterprise healthcare accounts end to end: from onboarding through to renewal, expansion, and everything in between. This isn't a relationship-maintenance role. It's a commercial one, and the person who fills it will directly shape how much of this market we take.

You thrive when you have genuine ownership and a large, real problem to solve. You read account data the way others read a playbook, spotting risk and opportunity before either becomes obvious. You're comfortable in a room with a Chief Medical Officer and equally comfortable pushing back internally when customers need a stronger advocate. You find a fast-moving environment energising, not exhausting, and you hold yourself to a higher standard than anyone around you would set.

About Us

Every day in Australia, 10 people die from preventable medical errors. Not from incurable diseases, but from misdiagnosis, missed information, and clinicians making decisions under impossible pressure. At the centre of that failure is a doctor spending 40% of their day on paperwork instead of patients. Lyrebird is fixing that.

We turn real clinical conversations into accurate notes, automatically. Thousands of clinicians across multiple disciplines use Lyrebird every day in environments where accuracy, safety, and time matter deeply. We're Series A-backed, growing fast across Melbourne, the UK, and Asia. There's a finite window right now to own the GP market and build everything else on top of it.

What you'll do

• Own a portfolio of enterprise healthcare accounts from contract through to renewal, driving measurable value realisation at every stage of the lifecycle.

• Build and manage commercial relationships with senior clinical and operational stakeholders, including identifying and activating clinical champions who accelerate adoption within their institutions.

• Lead renewal and expansion conversations independently, including negotiation and contracting. Articulate value and ROI with clarity, building the commercial case that makes renewal a foregone conclusion rather than a last-minute push.

• Own the commercial outcomes of your portfolio. Analyse usage and adoption data to proactively surface upsell opportunities, intervene on risk before it becomes churn, and hold yourself accountable to revenue retention targets.

• Deliver executive business reviews that connect product usage to clinical outcomes, giving customers a clear picture of return on investment.

• Serve as the primary voice of your customers internally, working directly with product and implementation teams to resolve issues and influence the roadmap.

• Pilot and iterate the enterprise success playbook, building repeatable processes that raise the bar for the whole function.

What you'll bring

• A proven track record of owning the full commercial lifecycle in an enterprise B2B environment, including renewals, expansions, and multi-stakeholder negotiations.

• The analytical rigour to assess account health, interpret usage data, and translate insights into a clear commercial action plan.

• Experience working in or closely with the healthcare sector, ideally with hospitals, health systems, or clinical environments.

• The credibility and communication skills to hold a room with C-suite and clinical leaders, and the directness to have hard conversations when needed.

• A mindset oriented toward revenue and growth, not just retention. You know the difference between a managed account and a grown one.

Nice to have

• Experience managing implementation handoffs and working cross-functionally with product or technical teams.

• Familiarity with Australian hospital systems, public health procurement processes, or large enterprise health networks.

• Prior experience in a high-growth startup where the playbook was still being written.

Lyrebird exists because clinicians are burning out under administrative load, and patients are suffering for it. The Senior CSM who joins now won't just manage accounts; they'll be one of the reasons those clinicians stay in the system and those patients get better care. That's the weight of this work, and it's also what makes it worth doing.

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.