Senior Group Manager, Customer Success

2 weeks, 2 days ago
Full-time
Lead
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

  • Hire, develop, and retain a high-performing team of Customer Success Managers.
  • Ensure operational consistency across customer tiers and segments.
  • Partner with the Customer Success Director to monitor team performance and improve operational processes.
  • Coach Customer Success Managers to increase member engagement, customer retention, revenue growth, and value realization.
  • Drive accountability for core KPIs, including renewal rates, retention, net-new revenue expansion, and customer satisfaction.
  • Provide consolidated reporting on team performance and identify business risks or trends affecting results.
  • Lead risk management efforts across assigned segments through cross-functional reviews and account meetings.
  • Oversee monthly revenue forecasting and deploy strategies to mitigate financial risks.
  • Manage executive-level client engagement and handle high-visibility clinical or operational escalations.
  • Represent Customer Success in late-stage prospect finalist meetings and internal deal reviews.
  • Collaborate with cross-functional teams across Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation.

Requirements

  • 10+ years of work experience in a high-growth, fast-paced environment, with Customer Success or similar team leadership preferred.
  • 5+ years of management experience.
  • Experience in the employer-sponsored health benefits space is required.
  • Proven ability to organize and manage multiple company initiatives.
  • Ability to positively influence peers and build trust across all organizational levels, including senior management.
  • Excellent verbal and written communication skills.
  • Experience with Salesforce and Tableau is required.
  • Experience with Gainsight is a plus.
  • Strong interest in mental health and improving the healthcare landscape.

Interested in this position?

Apply directly on the company website

Apply Now

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