Overview
The Role
We are looking for a proactive, customer-focused Customer Success Manager (CSM) to join our growing team. This role is key to ensuring our clients derive maximum value from our ambient voice technology solutions, driving product adoption, satisfaction, and long-term customer loyalty. The CSM will act as the main point of contact for assigned clients, working closely with internal teams to advocate for the customer and ensure a seamless experience throughout the customer lifecycle. The CSM will ensure they can balance multiple priorities by prioritising their allocated pilots within NHS Trusts. The role includes working closely with clinicians and being able to identify clinical champions and utilising them to drive adoption within that hospital space.
About Lyrebird Health Lyrebird is a rapidly growing health-tech company using AI to give healthcare professionals their time back — and we’re scaling fast. Our platform integrates directly with General Practice, Allied Health, and Specialist clinics — automating admin, streamlining documentation, and saving clinicians over 2 hours a day so they can focus on care, not keyboards.
What You\'ll Do
* Own and manage a portfolio of customer accounts, building strong, trusted relationships
* Drive customer onboarding, training, and adoption processes to ensure value realisation
* Serve as the voice of the customer internally, advocating for their needs and feedback
* Monitor account health, usage data, and engagement metrics to identify risks and opportunities
* Proactively manage renewals and identify expansion opportunities
* Address and resolve customer issues in collaboration with support, product, and technical teams
* Deliver regular business reviews and performance insights to customers
* Collaborate with sales and marketing to support upsell/cross-sell strategies
* Maintain accurate and up-to-date CRM and documentation for customer interactions
* Be able to address situations on the fly, as a startup it is imperative that the individual possesses the ability to think outside of the box
You Should Have
* Customer-obsessed with a genuine desire to help clients succeed
* A natural relationship builder with strong emotional intelligence
* Organised, detail-oriented, and data-driven. Comfortable presenting to stakeholders at various levels, including senior leadership
* Ability to learn core product functionalities and demo with precision
* Adaptable and resilient with a positive attitude towards change and feedback
* Commercially aware, with a good understanding of customer lifetime value and growth strategies
* Hungry to succeed and grow. Many companies state this but we are truly fast paced and we want individuals who are willing to show off their other skillsets which may benefit in creating a role that best suits the company and them
Nice to Have
* Experience in health-tech or selling into the NHS
* Exposure to onboarding or post-sale delivery
* Familiarity with CRMs (HubSpot, Salesforce, etc.)
* Located near London or a major UK hub (not essential)
At Lyrebird, we don’t just write code — we help shape the future of the human experience.
If you want to pioneer, to create, and to see your work touch lives directly, we’d love to hear from you.
We’re building a team that reflects the diversity of the people who’ll 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 especially encourage you to apply — even if you don’t meet every single requirement.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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