Sr. Customer Success Manager I

About Lyra Health

Lyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million through health plan and partner relationships. The company has delivered more than 15 million sessions of mental health care, published more than 35 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness, and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.
About the Role:

Lyra Health is looking for a Senior Customer Success Manager I 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, who is passionate about making a difference, comfortable with ambiguity, and is naturally collaborative. You will serve as a strategic lead for a curated portfolio of our largest, most complex global customers. In this high-visibility role you will be partnering directly with senior benefits leaders and external benefits consultants to shape their workforce mental health strategy on a global scale. We are looking for an agile, operationally rigorous person who actively leverages modern technology and data tools to scale their impact, cut through ambiguity, and deliver a seamless experience for our strategic partners.

Responsibilities

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Serve as the primary relationship owner for our Major/Key segment employer customers (30,000+ lives), maintaining regular contact with the customers’ benefits team members and other key stakeholders

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Partner with marketing to develop and deliver engaging campaigns and workshops for your customers

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Produce and regularly communicate customer reports

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Collaborate internally with teams such as product, clinical, data science, legal, and others to effectively resolve customer requests and issues

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Contribute to product roadmap planning, providing an important customer and patient voice, and champion new product offerings with your customers

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Leave customers feeling supported and delighted after every interaction, such that they renew with Lyra each year

Qualifications

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8+ years experience in implementation and/or customer success, ideally in the area of HR / Benefits / Healthcare with employers or other large groups

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Passion for mental health and changing the healthcare landscape

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Excellent communication skills-both verbal and written, with an emphasis on quickly gaining trust

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Ability to innovate and creatively solve problems in a highly collaborative manner

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Strong project management skills and a demonstrated ability to work successfully on cross-functional teams

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Ability to prioritize and balance multiple customers

- Willingness to travel (10%)

"We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.
By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which