Customer Success Manager

Customer Success Manager

The Role

You'll own the customer relationship for Lyrebird's NHS Trust clients from onboarding through renewal, making sure every pilot and rollout turns into measurable clinical adoption. This role sits at the centre of our growth story: you're the person clinicians trust, the internal voice for what customers actually need, and the one spotting risk and expansion opportunity before anyone else does. You'll manage a live portfolio of accounts, run onboarding and training, track account health, and work cross-functionally with support, product, and sales to keep every customer moving toward real value.

You'll thrive here if you're a natural relationship-builder who's genuinely energised by helping people succeed, not just managing a book of accounts. You're comfortable in the NHS environment, know how to find and mobilise a clinical champion inside a hospital, and can flex between a boardroom conversation with senior leadership and a hands-on training session on the ward. You like the pace and ambiguity of a startup, you think on your feet, and you're always looking for the next way to add value.

About Us

Lyrebird Health is transforming the quality and accessibility of healthcare by automating clinicians' most time-consuming tasks.

Thousands of clinicians across multiple disciplines use Lyrebird every day in environments where accuracy, safety, and time matter deeply. Everything we build is grounded in earning trust, reducing cognitive load, and delivering meaningful impact at scale.

What you'll do

• Own and manage a portfolio of customer accounts, building strong, trusted relationships with clinicians and Trust stakeholders

• Drive onboarding, training, and adoption so customers realise value quickly

• Identify and mobilise clinical champions to accelerate adoption within each Trust

• Act as the voice of the customer internally, feeding their needs and feedback back into the business

• Monitor account health, usage data, and engagement metrics to flag risks and spot opportunities early

• Proactively manage renewals and identify expansion opportunities

• Resolve customer issues in close collaboration with support, product, and technical teams

• Deliver regular business reviews and performance insights to your accounts

• Keep CRM records and documentation accurate and current

What you'll bring

• Proven experience in Customer Success, Account Management, or another client-facing role, ideally in B2B SaaS

• Strong written and verbal communication, with the confidence to present to senior stakeholders

• Ability to manage multiple accounts and projects at once - you're comfortable juggling around five live projects at a time

• A proactive, solutions-oriented mindset and sharp problem-solving instincts

• Comfort with CRM tools (e.g. HubSpot, Notion), project management platforms, and data dashboards

• Experience in SaaS or healthcare

Nice to have

• Direct experience working with NHS Trusts or other healthcare providers

• A track record of turning pilots into long-term, expanded accounts

• Commercial fluency - you understand customer lifetime value and what drives growth

• A background that brings something extra to the table beyond a standard CSM skillset

This is a chance to sit at the heart of how AI changes healthcare for good, helping clinicians get hours of their day back, and helping Trusts see that change happen in real time. You'll be one of the people making that adoption real, one hospital at a time.

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.