Job Specifications
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 start up 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.
About the Company
Lyrebird Health is an AI medical scribe that securely listens in the background throughout your consultation, then intelligently generates a note tailored to your style, ready to transfer into the medical record. We're on a mission to automate all non patient facing work so that doctors can spend more time with patients and less time on paperwork.
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