Customer Success Manager

The Role

In this position, you will take full responsibility for the relationship with Lyrebird Health’s NHS Trust customers, guiding them from initial onboarding through to contract renewal. Your work will focus on turning pilots and rollouts into clear clinical usage and measurable value. You’ll be central to the company’s growth efforts, acting as the main contact clinicians trust, representing customer needs internally, and spotting both risks and expansion possibilities early.

You will manage an active portfolio of accounts, lead onboarding and training, monitor account wellbeing, and partner closely with support, product, and sales teams to keep customers progressing toward meaningful outcomes.

The role suits someone who naturally builds relationships and is motivated by helping others succeed rather than simply managing accounts. You should feel comfortable working in the NHS setting, know how to identify and rally a clinical champion within a hospital, and be able to move between high-level conversations with senior leaders and practical training sessions on the ward. This role also suits people who enjoy startup speed, ambiguity, quick thinking, and finding new ways to create value.

About Us

Lyrebird Health is working to improve healthcare quality and accessibility by automating tasks that take clinicians the most time.

Thousands of clinicians across several specialties rely on Lyrebird every day in settings where precision, safety, and time are critical. The product is designed to earn trust, reduce mental effort, and create meaningful impact at scale.

What You'll Do

• Take ownership of a portfolio of customer accounts and develop trusted relationships with clinicians and Trust stakeholders.
• Lead customer onboarding, training, and adoption efforts so value is realised quickly.
• Find and activate clinical champions who can accelerate adoption within each Trust.
• Serve as the customer’s internal representative by bringing their needs and feedback back into the company.
• Track account health, product usage, and engagement signals to identify risks and opportunities early.
• Handle renewals proactively and look for expansion opportunities.
• Work closely with support, product, and technical teams to resolve customer issues.
• Run regular business reviews and share performance insights with customers.
• Maintain accurate and up-to-date CRM records and documentation.

What You'll Bring

You should have experience in Customer Success, Account Management, or another client-facing role, preferably within B2B SaaS. Strong written and verbal communication is important, along with the confidence to present to senior stakeholders. You’ll need to balance multiple accounts and projects at the same time, with comfort managing about five live projects simultaneously.

A proactive, solution-focused approach and strong problem-solving skills are essential. You should also be comfortable using CRM tools such as HubSpot and Notion, as well as project management software and data dashboards. Experience in SaaS or healthcare is expected.

Nice to Have

It would be an advantage to have direct experience with NHS Trusts or other healthcare providers, a history of converting pilots into long-term expanded accounts, commercial understanding of customer lifetime value and growth drivers, or a background that adds something distinctive beyond standard customer success experience.

Additional Information

This opportunity offers a chance to help shape how AI improves healthcare, support clinicians in reclaiming time, and help Trusts experience that change first-hand.

Lyrebird is committed to building a team that reflects the diversity of the people it serves. The company aims to be a place where everyone feels safe, supported, and able to succeed. Candidates from underrepresented backgrounds in tech are strongly encouraged to apply, even if they do not meet every requirement.