Customer Success Implementation Manager

🕒 June 24

🇺🇸 United States – Remote

💵 $106k - $146k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🛠️ Implementation Specialist

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Lyra Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

💰 $235M Series F on 2022-01

Healthcare • Healthcare Insurance • SaaS

Lyra Health is a mental health company that partners with organizations to deliver comprehensive and effective global workforce mental health benefits. By providing evidence-based mental health care, Lyra Health boosts employee well-being and drives business impact. Their platform offers high-quality mental health support through a global network of professionals, utilizing AI matching technology to connect members quickly with suitable providers. Lyra Health serves families, couples, adults, and children, offering support for diverse mental health needs. Their programs aim to improve employee health, productivity, and reduce healthcare costs while providing a seamless member experience.

📋 Description

• Lead seamless client transitions by partnering with Sales for a highly informative onboarding hand-off at contract signature, and collaborating with Customer Success Managers to ensure a smooth transition to ongoing account management. • Ensure launch readiness by managing, executing, and troubleshooting technical operations required to successfully launch Lyra’s benefit to clients. • Create, maintain, and improve our tools, systems, and documentation related to launch technical operations and overall readiness. • Partner with Customer Success to track overall launch readiness, drive internal teams to deadlines, and evaluate launch success. • Serve as the main point of contact for all cross-functional communications, questions, and issues related to launch technical operations, and liaise cross-functionally to resolve issues. • Collaborate with teams such as Payer and Data Integrations, Customer Success, and Marketing to identify process improvement opportunities and build and refine launch processes, tools, and systems. • Lead customer-facing calls to successfully execute on-time launches. • Support senior members of the implementation team in designing standard operating procedures (SOPs) and creating repeatable processes for new solutions to help the department scale. • Lead the strategic evolution of the implementation function to accommodate new business lines, innovative product offerings, and complex, bespoke customer needs, establishing scalable processes and best practices for diverse implementation challenges.

🎯 Requirements

• 5+ years of work experience in a high-growth, fast-paced environment; experience in an Implementation, Operations, or Customer Success role preferred. • Demonstrated experience in the employer-sponsored health benefits space. • Excellent communication skills—both verbal and written, with an emphasis on quickly gaining trust. • Strong project management skills and a demonstrated ability to work successfully on cross-functional teams while balancing multiple projects simultaneously. • Ability to innovate and creatively solve problems in a highly collaborative manner. • Experience with Salesforce, Jira and Asana preferred. • Deep passion for mental health and changing the healthcare landscape.

🏖️ Benefits

• 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!