Senior Group Manager, Customer Success

🕒 il y a 1 jour

🇺🇸 États-Unis – Télétravail

💵 €134 000 - €184 000 / an

⏰ Temps Plein

🟠 Senior

🏆 Customer Success

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Lyra Health

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2015

⚕️ Assurance santé

☁️ SaaS

👥 RH Tech

💰 €235 000 000 Series F en 2022-01

Healthcare Insurance • SaaS • HR Tech

Lyra Health est une entreprise de santé mentale qui collabore avec les organisations pour offrir des avantages complets et efficaces en matière de santé mentale aux employés à l'échelle mondiale. En proposant des soins de santé mentale basés sur des preuves, Lyra Health améliore le bien-être des employés et a un impact significatif sur les performances de l'entreprise. Leur plateforme offre un soutien de haute qualité grâce à un réseau mondial de professionnels, utilisant une technologie de correspondance par IA pour connecter rapidement les membres avec des prestataires adaptés. Lyra Health s'adresse aux familles, couples, adultes et enfants, en offrant un soutien pour divers besoins en santé mentale. Leurs programmes visent à améliorer la santé des employés, à accroître la productivité et à réduire les coûts de santé, tout en offrant une expérience fluide aux membres.

Description

• 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.

🎯 Exigences

• 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