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:
Serve as the primary relationship owner for SMB employer customers (500–1,500 lives), partnering closely with customer benefit teams and key stakeholders.
Manage renewals and partner with Account Executives to identify expansion opportunities, ensuring customers feel supported and delighted, and are retained year over year.
Support customers’ utilization goals through value-driven, data-led business reviews (QBRs/ABRs).
Monitor account health proactively to identify churn or operational risks through efficient reporting.
Leverage AI and modern technology tools to scale workflows, optimize day-to-day execution, and guide peers on process improvements.
Collaborate cross-functionally with product, clinical, data science, and legal teams to resolve issues and present a unified front.
Master multiple Lyra product offerings to effectively champion new features and maximize customer adoption.
Partner with marketing to deliver engaging communication campaigns and workshops for your customers.
Proactively re-evaluate day-to-day priorities to maintain focus during departmental shifts or evolving workflows.
Experience:
5+ years of experience in customer success or a related field, ideally within HR, employee benefits, or healthcare.
Experience managing employer accounts with headcounts within the 500–1,500 range (or similar mid-market complexity).
Demonstrated ability to operate effectively in fast-paced environments and navigate ambiguity with autonomy.
Strong commercial acumen with direct experience managing renewals and driving customer utilization metrics.
Excellent verbal and written communication skills, with a track record of gaining trust quickly and using data storytelling to influence stakeholders.
Ability to leverage AI and software tools to automate tasks, optimize workflows, and drive operational efficiency.
Strong project management skills and the ability to collaborate successfully across cross-functional teams.
A growth mindset and a passion for mental health and changing the healthcare landscape.
Willingness to travel (10%).
Skills Required
- 5+ years of experience in customer success or a related field (ideally HR, employee benefits, or healthcare).
- Experience managing employer accounts with headcounts of ~500-1,500 lives or similar mid-market complexity.
- Direct experience managing renewals and driving customer utilization metrics.
- Ability to operate effectively in fast-paced environments and navigate ambiguity with autonomy.
- Excellent verbal and written communication skills, with data storytelling ability to influence stakeholders.
- Ability to leverage AI and software tools to automate tasks, optimize workflows, and drive efficiency.
- Strong project management skills and ability to collaborate across product, clinical, data science, legal, and marketing teams.
- Mastery of multiple product offerings to champion features and maximize customer adoption.
- Growth mindset and passion for mental health and transforming healthcare.
- Willingness to travel approximately 10%.
What We Do
Lyra Health’s mission is to transform mental health care through technology with a human touch — to get more patients the care they need when they need it. If you are an engineer or data scientist who would like to join in this effort, please reach out.
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