About the Role
Lyra Health is looking for a Senior Customer Success Manager who is energized by engaging with customers, building relationships, and delivering results. You should be highly strategic, an exceptional data storyteller, and a champion for technological innovation.
Responsibilities
Serve as the primary relationship and strategy owner for large, multi-national employer partners (90,000+ lives).
Advise and lead employer partners to define and execute against their mental health and wellbeing strategy.
Lead C-suite-level conversations and presentations to influence stakeholders using data-driven storytelling.
Develop and maintain account strategies.
Craft clear, succinct, and bespoke business reviews that demonstrate VOI and ROI.
Act as a strategic advisor to Lyra’s executive leadership, defining winning strategies for the organization's largest renewals.
Identify and proactively seize or mitigate emergent and long-term opportunities or risks in your portfolio.
Drive compelling and effective employee engagement strategies in collaboration with marketing.
Evaluate competing priorities, analyze trade-offs, and make clear, data-informed choices that drive client success.
Balance organizational, team, and customer priorities with thoughtful execution.
Collaborate internally with product, clinical, data science, legal, and other teams to effectively resolve customer requests and issues.
Align Lyra's product roadmap directly with the customer's macro-organizational goals, and champion new product offerings.
Manage your portfolio independently and proactively drive initiatives to completion.
Qualifications
15+ years of experience in customer success, ideally in the area of HR, benefits, or healthcare with employers or other large groups.
Excellent verbal and written communication skills, including the ability to command a room with confidence when acting as a strategic advisor to executive leadership.
Ability to analyze large, multi-variable data sets to identify and frame actionable insights.
Ability to operate effectively in fast-paced or evolving environments and manage complex challenges to find solutions even when processes are not yet defined.
Ability to innovate and creatively solve problems in a highly collaborative manner.
Ability to collaborate effectively with cross-functional teams using strong project management skills.
Ability to champion the strategic and thoughtful use of AI to drive high-level decision-making, pilot complex workflows, and uncover macro-trends.
Ability to maintain a positive and productive mindset when facing complex client challenges or changing project scopes.
Ability to prioritize and balance multiple customers simultaneously.
A growth mindset.
A passion for mental health and changing the healthcare landscape.
Willingness to travel (10%).
Skills Required
- 15+ years of experience in customer success, ideally in HR, benefits, or healthcare with employers or other large groups
- Excellent verbal and written communication skills; ability to present and influence at C-suite level
- Ability to analyze large, multi-variable data sets and create data-driven storytelling and insights
- Proven experience developing and maintaining account strategies and delivering VOI/ROI business reviews
- Strong cross-functional collaboration and project management skills to resolve customer requests and align product roadmap
- Ability to champion the strategic use of AI to inform decision-making, pilot workflows, and identify macro-trends
- Ability to operate in fast-paced, evolving environments and manage complex, ambiguous challenges
- Ability to prioritize and manage multiple customers and initiatives independently
- Willingness to travel up to 10%
- Passion for mental health and a growth mindset
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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