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Home / Sr. Customer Success Manager II

Sr. Customer Success Manager II

  • Full Time
  • Anywhere

Lyra Health

About Lyra Health

Lyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million through health plan and partner relationships. The company has delivered more than 15 million sessions of mental health care, published more than 35 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness, and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.

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%).

“We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.
By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form. This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice.”

Originally posted on Himalayas

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About this role & career path

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