Customer Engagement Manager

Job Description

We're looking for an exceptional Customer Engagement Manager to join our mission-driven team. About Us Lyrebird Health is transforming the quality and accessibility of healthcare by automating clinicians' most time-consuming tasks. Placed in General Practice, Allied Health, and Specialist clinics, Lyrebird is saving clinicians on average 2 hours per day and enabling a level of care that was previously impossible. About The Job We're looking for a proactive and customer-focused professional to drive engagement, satisfaction, and retention across our SMB customer base. This role is key to enhancing product value, fostering strong customer relationships, and delivering measurable outcomes through collaborative and data-driven strategies. Core responsibilities include: Drive customer success: Design and implement scalable engagement strategies to increase adoption, retention, and satisfaction for our SMB segment of customers. Enhance customer experience: Develop and execute processes that ensure customers derive maximum value from the product. Feature launch strategies: Collaborate with product and marketing teams to develop release strategies and communications that maximise the impact and awareness of new product features. Data driven insights: Use customer health metrics to proactively address churn risks and drive product usage. Cross-functional collaboration: Partner with product and marketing teams to address user needs, optimise feature releases, and refine self-service tools. Referral growth: Design and run referral campaigns to drive the network effect among existing customers. Community building: Establish and scale a practitioner community by setting up and managing a dedicated community page. Ongoing engagement campaigns: Implement automated campaigns and in-app nudges to encourage continued usage and adoption of key product features. What You'll Bring to the Table Customer centric engagement: Apply service design principles to enhance the customer journey and drive outcomes. Data-driven problem solving: Leverage analytics to identify critical customer issues and design and implement impactful solutions. Proactive adaptability: Address changing priorities in fast-paced environments with a solution-oriented approach. Communication: Deliver clear and impactful written and verbal communication. CRM Expertise: Utilise CRM platforms and customer support tools to optimise engagement. Team Player: Collaborate with cross-functional teams to represent the voice of the customer and deliver impactful solutions that drive customer success. Stakeholder management: Understanding how to engage with stakeholders to successfully communicate the biggest customer problems and drive decision making like the product roadmap. Proven Experience: Apply insights from a background in Customer Success roles to drive adoption, retention and customer satisfaction. Ideal experience: 2–5 years of experience working in a Customer Success team, ideally within a SaaS environment, with a proven ability to drive adoption, retention, and satisfaction. We're transforming the future of healthcare:All that's missing is you. #J-18808-Ljbffr