Customer Service Manager/Customer Service Assistant Manager
South Australia - Northern Area Attractive salary package and incentives Dynamic growing company Potential for promotion... more info
Customer Sucess Manager - SMB
Salary:
60.00 - 80.00
Posted:
03-01-2025
Category:
Customer Service
Melbourne,
Job Description
At Lyrebird we're looking for a Customer Success Manager - SMB to join our team. About the job The Customer Success Manager at Lyrebird Health plays a crucial role in driving customer satisfaction and growth. This position focuses on building lasting relationships with SMB customers, ensuring they derive maximum value from the product leading to long-term growth and expansion. Core responsibilities: Customer relationship management: Build and maintain strong relationships with SMB customers, ensuring long-term satisfaction and trust. Growth & Retention: Monitor product usage to identify upselling, expansion, and renewal opportunities, driving adoption and retention. Customer Experience: Deeply understand how clinicians are using the product, ensuring their experience shapes customer success initiatives. Segment Strategy: Manage a large SMB customer segment, designing tailored strategies to maximise value, adoption, and expansion opportunities. Referral Growth: Drive customer referrals by establishing strong relationships and consistently delivering high levels of support. Customer Health Monitoring: Regularly assess customer health metrics (e.g., usage, satisfaction, support tickets) to proactively identify risks and opportunities for improvement. Churn Prevention: Identify early signs of churn and develop proactive strategies to retain at-risk customers. About you Customer Success experience: Experience managing a portfolio of customers, ideally within a tech B2B environment. Customer engagement: Confidently engage with high-level stakeholders to drive strategic growth. Growth oriented mindset: Ability to understand customer needs and identify opportunities to drive growth, adoption, and retention. Communication: Exceptional verbal and written communication skills, with an empathetic approach to customer interactions. Customer Success frameworks: Strong understanding of Customer Success frameworks to shape service strategies and drive measurable outcomes. Negotiation & contract management: Experience in handling renewals and contract discussions to ensure favorable terms for both customers and the business. Customer insights & reporting: Ability to generate actionable insights from customer data and deliver reports to stakeholders to inform decision-making. Experience 3-5 years of experience in customer success within a SaaS or B2B environment. Apply for the job Do you want to join our team as our new Customer Success Manager - SMB? Then we'd love to hear about you! #J-18808-Ljbffr
Job Details
Salary: 60.00 - 80.00
Posted: 03-01-2025
Category: Customer Service
Melbourne,
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