Manager, Customer Success

4 weeks, 1 day ago
Full-time
Senior
Customer and Technical Support
Lyra Health

Lyra Health

Lyra Health is a global leader in mental health benefits, connecting companies and employees to world-class therapists and coaches. Their innovative platform offers fast, reliable access to evidence-based care for organizational well-being.

Health Care Providers & Services
1K-5K
Founded 2015
$627M raised

Description

  • Lead, mentor, and develop a team of Customer Success Associates, supporting relationship management, account strategy, and professional growth.
  • Own the success and retention strategy for a portfolio of health system partners, health plans, and strategic referral partners.
  • Serve as the escalation point and maintain executive-level relationships with decision-makers at partner organizations.
  • Collaborate with Product, Clinical, Data Science, and Legal teams to ensure customer feedback informs the product roadmap and operational improvements.
  • Standardize and optimize customer reporting, communication templates, and project management workflows to improve team efficiency.
  • Partner with Marketing to develop campaigns and workshops that drive patient engagement across accounts.
  • Work with Performance Management and Sales Operations to review team metrics and address referral volume, customer health scores, conversion rates, and upsells.
  • Support finalist presentations and strategic prospect meetings as a subject matter expert on client partnership strategy, implementation, operations, reporting, and account management.
  • Communicate clinical outcomes, behavioral health value, and care delivery impact to healthcare stakeholders in regulated environments.

Requirements

  • 5+ years of experience in customer success, account management, or healthcare leadership.
  • At least 1+ year 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, including Sheets and Slides.
  • Experience with CRM tools such as Salesforce and Asana.
  • Experience with data visualization tools such as Tableau and Quicksight.
  • Willingness to travel up to 30-40% to support team members and visit key accounts.
  • Preferred background in regulated healthcare environments and the ability to communicate clinical outcomes to healthcare stakeholders.

Interested in this position?

Apply directly on the company website

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