Senior Group Manager, Customer Success

🕒 Julho 9

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $134.000 - $184.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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Lyra Health

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2015

🏥 Saúde

⚕️ Seguro de Saúde

☁️ SaaS

💰 $235.000.000 Series F em 2022-01

Healthcare • Healthcare Insurance • SaaS

A Lyra Health é uma empresa de saúde mental que faz parceria com organizações para oferecer benefícios de saúde mental abrangentes e eficazes para a força de trabalho global. Ao fornecer cuidados de saúde mental baseados em evidências, a Lyra Health melhora o bem-estar dos funcionários e gera impacto nos negócios. Sua plataforma oferece suporte de saúde mental de alta qualidade por meio de uma rede global de profissionais, utilizando tecnologia de correspondência por IA para conectar rapidamente os membros a provedores adequados. A Lyra Health atende famílias, casais, adultos e crianças, oferecendo suporte para diversas necessidades de saúde mental. Seus programas visam melhorar a saúde dos funcionários, a produtividade e reduzir custos com saúde, oferecendo uma experiência perfeita aos membros.

Descrição

• Hire, develop, and retain a team of high-performing Customer Success Managers while ensuring operational consistency across customer tiers and segments. • Partner with the Customer Success Director to monitor team performance, optimize operational procedures, and elevate training or enablement needs. • Coach Customer Success Managers to maximize member engagement, customer retention, revenue growth, and value actualization through strategic reporting. • Drive team accountability for core department KPIs, including renewal rates, customer retention, net-new revenue expansion, and customer satisfaction. • Provide consolidated reporting on team achievements, identifying business risks or macroeconomic trends blocking desired results. • Lead risk management strategies across assigned segments to address talent, relationship, and revenue risks through cross-functional reviews and account meetings. • Oversee monthly revenue forecasting, ensuring strategies are deployed to mitigate financial risks and support underperforming accounts. • Manage executive-level client engagement and high-visibility clinical or operational escalations alongside your team. • Represent the Customer Success department in late-stage prospect finalist meetings and strategic internal deal reviews. • Collaborate closely with cross-functional partners across Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation to ensure the voice of the customer is reflected across all business units. • Manage customer relationships as needed.

🎯 Requisitos

• 10+ years of work experience in a high-growth, fast-paced environment; experience leading Customer Success or similar teams is preferred • 5+ years of management experience • Experience in employer-sponsored health benefits space required • Ability to effectively organize and manage multiple company initiatives and proven ability to positively influence peers • Excellent listening and communication skills both verbal and written, with an emphasis on quickly gaining trust; can build relationships at all organizational levels both externally and internally. Ability to communicate effectively with senior management • Experience with tools such as Salesforce and Tableau. Experience with Gainsight is a plus • Passion for mental health and changing the healthcare landscape

🏖️ Benefícios

• Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances) • Lyra for Lyrians; coaching and therapy services • Equity in the company through discretionary restricted stock units • Competitive time off with pay policies including vacation, sick days, and company holidays • Paid parental leave • 401K with up to 3% matching • Monthly tech allowance • Well-being perks and activities, surprise swag, regular community celebration…and more!