Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $106k - $146k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Lyra Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

⚕️ Healthcare Insurance

☁️ SaaS

👥 HR Tech

💰 $235M Series F on 2022-01

Healthcare Insurance • SaaS • HR Tech

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, mentor, and develop a team of Customer Success Associates, providing guidance on relationship management, account strategy, and professional growth. • Own the overall success and retention strategy for a portfolio of health system partners, health plans, and strategic referral partners, ensuring the team exceeds established targets. • Serve as a point of escalation and maintain high-level relationships with executive decision-makers at partner organizations. • Collaborate with Product, Clinical, Data Science, and Legal teams to ensure the 'voice of the customer' informs the product roadmap and operational improvements. • Standardize and optimize customer reporting, communication templates, and project management workflows to increase team efficiency. • Partner with Marketing to oversee the development of large-scale campaigns and workshops that drive patient engagement across all accounts. • Work with the Performance Management and Sales Operations teams to interpret and address team metrics including: referral volumes, customer health scores, conversion rates, upsells etc. • Support finalist presentations and strategic key prospect meetings by serving as a subject matter expert on client partnership strategy, implementation, operations, reporting and ongoing strategic account management. Provide references as needed. • Ability to communicate clinical outcomes, behavioral health value, and care delivery impact to healthcare stakeholders while navigating regulated healthcare environments.

🎯 Requirements

• 5+ years of experience in customer success, account management, or healthcare leadership, with at least 1+ years in a formal people-management role. • Deep understanding of health systems, health plans, or the pediatric mental health landscape. • Exceptional presentation and negotiation skills, with the ability to lead in high-stakes environments. • Proven track record of managing multiple large-scale initiatives and leading cross-functional projects. • Advanced skills in Google Workspace (Sheets, Slides), CRM tools (Salesforce, Asana) and data visualization tools (Tableau, Quicksight) to track team performance. • Willingness to travel (up to 30-40%) to support team members and visit key accounts.

🏖️ 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!