Lyrebird Health
Customer Onboarding Manager
"Lyrebird has completely changed the way I interact with my patients in so many positive ways."
Sales and customer success
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Lyrebird Health
Lyrebird Health is fully compliant with the Australian Privacy Principles and the Australian Privacy Act 1988, particularly APP 3 with respect to personal private information.
All sensitive health information remains within Australian soil and is not processed overseas - ensuring complete data sovereignty. Furthermore, by default Lyrebird Health never stores any information from your consults once it has concluded. Consult notes and documents can be saved upon clinician discretion.
All information is stored on Lyrebird Health’s Australian Amazon Web Services (AWS) infrastructure, fully-encrypted using bank level 256-bit encryption during transit and at rest. Lyrebird Health's Data Processing Agreements with AWS ensures any information stored is only accessible to Lyrebird Health. No party, including AWS, can access or alter information. By default, this information is stored for no longer than 7 days.
During a consult, all audio is transcribed in real-time on Lyrebird Health's Australian servers. At no point in time are audio files saved or permanently stored. The audio stream from the consultation is completely encrypted and securely transferred to Lyrebird Health servers.
About the role
We're looking for an exceptional Onboarding 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 are looking for a dedicated Onboarding Manager to guide and support customers during the trial stage of their journey with Lyrebird Health. Through a structured and empathetic onboarding process, you will ensure customers feel supported and can quickly realise the value of our product, driving adoption and conversion rates. This role is perfect for someone who thrives on helping users, leads with empathy, and takes pride in educating customers on how to maximise their success with Lyrebird Health.
Your Core Responsibilities Will Include
* Customer training and onboarding: Lead hands-on training sessions (via webinars, workshops, or one on one) to equip customers with the skills to maximise value from the platform. * Guided onboarding experiences: Create and deliver personalised onboarding plans for new users to help them meet milestones and achieve early success. * Empathetic customer support: Proactively address customer challenges during onboarding with a focus on listening, understanding, and resolving roadblocks effectively. * TTV acceleration: Monitor onboarding progress and implement strategies to help customers achieve their TTV point faster. * Account setup for success: Ensure all technical configurations and account details are set up properly to minimise future friction and optimise long-term adoption. * Onboarding content development: Partner with internal teams to create and refine onboarding resources, such as user guides, video tutorials, and interactive checklists. * Onboarding insights: Track key metrics (e.g., TTV, completion rates) and use data-driven insights to optimise onboarding workflows and improve the customer experience.
Skills
About you
* High-level customer service: Solving customer problems and excelling in both written and verbal communication. * Training and facilitation: Leading engaging training sessions, webinars, or workshops. * Onboarding process design: Creating interactive programs such as checklists, video tutorials, and email sequences. * Data-driven decision-making: Tracking, interpreting, and optimising key metrics (e.g., TTV, retention, engagement). * Technical proficiency: Familiarity with CRM tools like HubSpot and Intercom. * Problem-solving: Creative and adaptable in addressing challenges and improving customer experiences.
Experience Level
* 1–2 years’ experience in customer-facing roles working with SaaS products. * A strong understanding or background in the healthcare industry is a bonus.
Attitude & Approach to Work
* Customer-obsessed: Passionate about creating amazing customer experiences. * Ownership mindset: Takes initiative and brings innovative ideas to improve processes and outcomes. * Empathy-driven: Actively listens to customers and prioritises their needs. * Solution-oriented: Maintains a positive and adaptable attitude when faced with challenges. * Professional communication: Clear, concise, and effective in all interactions. * Continuous improvement: Committed to learning and delivering the best outcomes for customers.
We're Transforming The Future Of Healthcare
All that's missing is you.
What you'll be responsible for
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Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
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Adoption and Success Management
Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice
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Relationship Building
Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- 🤓
Learning agility
Identifies and applies strategies to enhance reception, retention and use of newly acquired information, skills, and abilities
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Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
