Job Overview
Location
London
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 16, 2026
Full Job Description
đź“‹ Description
- • Lyrebird Health is at the forefront of revolutionizing healthcare through cutting-edge AI-powered ambient voice technology. We are seeking a highly motivated and customer-centric Customer Success Manager (CSM) to join our dynamic and rapidly expanding team. This pivotal role is designed to ensure our valued clients, primarily within the NHS Trusts, achieve the utmost value from our innovative solutions, thereby fostering deep product adoption, cultivating exceptional client satisfaction, and cementing enduring customer loyalty.
- • As a CSM, you will serve as the primary advocate and main point of contact for a portfolio of assigned clients. Your mission will be to deeply understand their unique needs, challenges, and strategic objectives, translating these into actionable plans that maximize their success with Lyrebird's platform. You will be instrumental in bridging the gap between our clients and our internal product, engineering, and support teams, ensuring their voice is heard and their experience is seamless and positive throughout their entire journey with us.
- • A critical aspect of this role involves expertly managing and prioritizing multiple concurrent pilot programs within various NHS Trusts. This requires a keen ability to balance competing demands, allocate resources effectively, and maintain momentum across all assigned accounts. Your success will be measured by the successful onboarding, adoption, and ongoing value realization for each client.
- • You will work closely and collaboratively with a diverse range of healthcare professionals, including clinicians, administrators, and IT stakeholders. A key responsibility will be to identify and nurture 'clinical champions' – individuals within the hospital or trust who are enthusiastic about our technology and can effectively advocate for its use among their peers. By empowering these champions, you will drive widespread adoption and embed Lyrebird's solutions into the daily workflows of healthcare providers.
- • Your responsibilities will extend to understanding the intricacies of clinical workflows and identifying opportunities where Lyrebird's technology can significantly improve efficiency, reduce administrative burden, and enhance patient care. This involves conducting regular check-ins, performance reviews, and strategic business reviews with clients to ensure they are leveraging the full potential of our platform and to proactively address any potential issues.
- • You will be responsible for developing and executing tailored success plans for each client, outlining key milestones, adoption metrics, and value-based outcomes. This proactive approach ensures that clients remain engaged and continuously see the tangible benefits of using Lyrebird's AI solutions.
- • Furthermore, you will act as a crucial feedback loop, gathering insights from clients about their experiences, product performance, and unmet needs. This valuable information will be synthesized and communicated to our product and development teams, directly influencing the future roadmap and enhancement of our technology.
- • The ideal candidate will possess a strong understanding of the healthcare ecosystem, particularly within the NHS, and be adept at navigating complex organizational structures. You should be comfortable discussing technical solutions with both technical and non-technical audiences and be passionate about leveraging technology to solve real-world problems in healthcare.
- • This role offers a unique opportunity to be part of a fast-growing health-tech company that is making a tangible difference in the lives of healthcare professionals and, by extension, patients. You will play a direct role in shaping the customer experience and contributing to Lyrebird's mission of giving healthcare professionals their time back so they can focus on what matters most: patient care.
- • You will be expected to develop a deep understanding of Lyrebird's product suite, its features, benefits, and technical underpinnings, enabling you to provide expert guidance and support to clients. This includes troubleshooting common issues, facilitating training sessions, and ensuring clients are up-to-date with new releases and features.
- • Ultimately, your goal as a Customer Success Manager will be to build strong, trust-based relationships with our clients, becoming their go-to resource and a trusted advisor. By ensuring their success, you will contribute directly to Lyrebird's growth and its reputation as a leader in health-tech innovation.
🎯 Requirements
- • Proven experience in a Customer Success, Account Management, or similar client-facing role, preferably within the health-tech or SaaS industry.
- • Excellent communication, interpersonal, and presentation skills, with the ability to engage effectively with stakeholders at all levels, from clinicians to senior management.
- • Strong understanding of the UK healthcare landscape, particularly NHS Trusts, and familiarity with clinical workflows and healthcare IT systems.
- • Ability to manage multiple projects simultaneously, prioritize effectively, and meet deadlines in a fast-paced environment.
- • Proactive, problem-solving mindset with a passion for driving customer adoption and satisfaction.
🏖️ Benefits
- • Competitive salary and performance-based bonus opportunities.
- • Opportunity to work with a groundbreaking AI technology that is transforming healthcare.
- • Be part of a rapidly growing and innovative health-tech startup with significant career progression potential.
- • Generous holiday allowance and flexible working arrangements.
- • Comprehensive health and wellness programs.
Skills & Technologies
Onsite
About Lyrebirdhealth
Lyrebirdhealth is a digital health company focused on improving the efficiency and accuracy of clinical documentation. They offer an AI-powered platform that listens to patient-clinician conversations and automatically generates comprehensive clinical notes. This technology aims to reduce the administrative burden on healthcare professionals, allowing them to spend more time with patients and less time on paperwork. Their solution integrates seamlessly into existing workflows, providing real-time transcription and summarization. By leveraging advanced speech recognition and natural language processing, Lyrebirdhealth seeks to enhance the quality of care and streamline healthcare operations. The company is dedicated to transforming the way medical records are created and managed.
