Customer Success Manager I
About the Role
Lyra Health is looking for a Customer Success Manager who is energized by engaging with customers, building relationships and delivering results.
You should be highly organized, detail-oriented, and resourceful. This role will be a great fit for you if you are a doer; you are passionate about making a difference, comfortable with ambiguity, and are naturally collaborative.
Responsibilities:
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Serve as the primary relationship owner for SMB employer customers (500–1,500 lives), partnering closely with customer benefit teams and key stakeholders.
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Manage renewals and partner with Account Executives to identify expansion opportunities, ensuring customers feel supported and delighted, and are retained year over year.
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Support customers’ utilization goals through value-driven, data-led business reviews (QBRs/ABRs).
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Monitor account health proactively to identify churn or operational risks through efficient reporting.
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Leverage AI and modern technology tools to scale workflows, optimize day-to-day execution, and guide peers on process improvements.
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Collaborate cross-functionally with product, clinical, data science, and legal teams to resolve issues and present a unified front.
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Master multiple Lyra product offerings to effectively champion new features and maximize customer adoption.
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Partner with marketing to deliver engaging communication campaigns and workshops for your customers.
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Proactively re-evaluate day-to-day priorities to maintain focus during departmental shifts or evolving workflows.
Experience:
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5+ years of experience in customer success or a related field, ideally within HR, employee benefits, or healthcare.
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Experience managing employer accounts with headcounts within the 500–1,500 range (or similar mid-market complexity).
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Demonstrated ability to operate effectively in fast-paced environments and navigate ambiguity with autonomy.
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Strong commercial acumen with direct experience managing renewals and driving customer utilization metrics.
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Excellent verbal and written communication skills, with a track record of gaining trust quickly and using data storytelling to influence stakeholders.
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Ability to leverage AI and software tools to automate tasks, optimize workflows, and drive operational efficiency.
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Strong project management skills and the ability to collaborate successfully across cross-functional teams.
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A growth mindset and a passion for mental health and changing the healthcare landscape.
- Willingness to travel (10%).
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Originally posted on Himalayas