Sr. Customer Success Manager I

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

• 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

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

• Produce and regularly communicate customer reports

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

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

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

Qualifications

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

• Passion for mental health and changing the healthcare landscape

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

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

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

• Ability to prioritize and balance multiple customers

• Willingness to travel (10%)