Customer Success Senior Associate

| Peninsula
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About Lyra Health
Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and elite provider network, 2.5 million people can receive best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $680 million.

Lyra Health is looking for a Customer Success Senior Associate 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 are naturally collaborative.

Responsibilities

  • Serve as the primary relationship owner for our SMB segment employer customers (500 -1,000 lives)
  • As one of the first hires in our new SMB Department, you will have the opportunity to shape how we support our customers as we build a new strategy for the future
  • Partner with marketing to develop scalable ways to deliver engaging campaigns for your customers
  • Be a point of escalation for customers’ strategy, product training, and non-technical support questions. Answer strategic customers' questions from your customer base via a queue
  • Share results with customers formally on an annual basis. Support customer questions related to our self-service dashboard via a queue
  • Leave customers feeling supported and delighted after every interaction, such that they renew with Lyra each year
  • Help build processes, internal enablement, and servicing tactics as we establish our strategy for supporting SMB customers.

Qualifications

  • 5+ years experience in implementation and/or customer success, ideally in the area of HR / Benefits / Healthcare with employers or other large groups
  • Experience managing relationships with customers with an employee headcount ranging 500 -1,000
  • Passion for mental health and changing the healthcare landscapeExcellent 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

We are a virtual company and qualified candidates located outside of California are encouraged to apply!

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.

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An Insider's view of Lyra Health

What's the biggest problem your team is solving?

Putting clients first. - We strive to think about our various employer groups. Making sure that we have a diverse network that represents the employee populations within the various groups we work with.

Gary

Senior Strategist, Network Development

How has your career grown since starting at the company?

I started with Lyra as an MBA intern, building systems and processes for a new product called Blended Care Therapy. I loved the team and the product so returned full time and helped to scale the program to ~350 therapists. I’ve recently taken on the role of Director of Operations for Blended Care Medication Management.

Monique

Director of Operations for Blended Care Medication Management

What are Lyra Health Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Diversity Program
Promote from within
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