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About the Role
As Enterprise Customer Success Manager, you will own a portfolio of enterprise healthcare accounts end-to-end, from onboarding through to renewal and expansion. This is a commercial role focused on driving market share and customer value realization.
Responsibilities
- Own a portfolio of enterprise healthcare accounts from contract through to renewal, driving measurable value realisation at every stage of the lifecycle.
- Build and manage commercial relationships with senior clinical and operational stakeholders, including identifying and activating clinical champions who accelerate adoption within their institutions.
- Lead renewal and expansion conversations independently, including negotiation and contracting.
- Articulate value and ROI with clarity, building the commercial case that makes renewal a foregone conclusion rather than a last-minute push.
- Own the commercial outcomes of your portfolio.
- Analyze usage and adoption data to proactively surface upsell opportunities, intervene on risk before it becomes churn, and hold yourself accountable to revenue retention targets.
- Deliver executive business reviews that connect product usage to clinical outcomes, giving customers a clear picture of return on investment.
- Serve as the primary voice of your customers internally, working directly with product and implementation teams to resolve issues and influence the roadmap.
- Pilot and iterate the enterprise success playbook, building repeatable processes that raise the bar for the whole function.
Requirements
- A proven track record of owning the full commercial lifecycle in an enterprise B2B environment, including renewals, expansions, and multi-stakeholder negotiations.
- The analytical rigour to assess account health, interpret usage data, and translate insights into a clear commercial action plan.
- Experience working in or closely with the healthcare sector, ideally with hospitals, health systems, or clinical environments.
- The credibility and communication skills to hold a room with C-suite and clinical leaders, and the directness to have hard conversations when needed.
- A mindset oriented toward revenue and growth, not just retention.
- Experience managing implementation handoffs and working cross-functionally with product or technical teams.
- Familiarity with Australian hospital systems, public health procurement processes, or large enterprise health networks.
- Prior experience in a high-growth startup where the playbook was still being written.
Skills
- Commercial relationship management
- Negotiation
- Contracting
- Value articulation
- ROI analysis
- Data analysis
- Risk intervention
- Revenue retention
- Executive business reviews
- Customer advocacy
- Process iteration
Location
- Sydney
- Remote
Work Type
- Remote
- Hybrid
Experience Level
- Enterprise
- B2B
- Startup
Benefits
- 14 weeks paid parental leave for primary caregivers
- 4 weeks paid parental leave for secondary caregivers
- Flexible work arrangements
- Wellness initiatives
- Yearly flu jabs
- Free confidential access to Employee Assistance Program
- Up to 6 weeks Work from Anywhere per year
- Career development opportunities (coaching, mentoring, courses, lunch and learns)
- Social Club (monthly team lunches, quarterly offsites)
- Fully stocked kitchen with snacks and kombucha
- Referral Program
About the Company
- Lyrebird is fixing the issue of preventable medical errors caused by clinicians spending too much time on paperwork instead of patients.
- We turn real clinical conversations into accurate notes, automatically.
- Thousands of clinicians across multiple disciplines use Lyrebird daily in environments where accuracy, safety, and time are critical.
- We are Series A-backed and growing rapidly across Melbourne, the UK, and Asia.
- There is a finite window to own the GP market and build upon it.
Equal Opportunity
- We're building a team that reflects the diversity of the people who 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 strongly encourage you to apply, even if you don't meet every requirement.