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, who is passionate about making a difference, comfortable with ambiguity, and is naturally collaborative.
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
- Experience managing relationships with customers with an employee headcount at or above 30,000
- 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%)
Diversity & Inclusion:
- Diversity, equity, inclusion, and belonging (DEIB) at Lyra is essential to the way we deliver culturally responsive care, build and manage our provider network, and support holistic efforts to strengthen DEIB in workplaces around the world—including our own.
- People come to Lyra with a range of needs, backgrounds, and abilities that influence their response to mental health support. Our diverse network of providers delivers comprehensive mental health treatment and support rooted in culturally responsive care, a multicultural approach that accounts for the impact of cultural backgrounds on each person’s care experience.
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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