Senior Group Manager, Customer Success

2 hours, 1 minute 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 procedures.
  • Coach Customer Success Managers to improve member engagement, customer retention, revenue growth, and value realization.
  • Drive accountability for core KPIs, including renewal rates, retention, expansion revenue, and customer satisfaction.
  • Provide consolidated reporting on team results and identify business risks or trends affecting performance.
  • Lead risk management efforts across assigned segments to address talent, relationship, and revenue risks.
  • Oversee monthly revenue forecasting and mitigation strategies for underperforming accounts.
  • Manage executive-level client engagement and high-visibility clinical or operational escalations.
  • Represent Customer Success in late-stage finalist meetings and internal deal reviews.
  • Collaborate with cross-functional teams to ensure the customer voice informs business decisions.

Requirements

  • 10+ years of experience in a high-growth, fast-paced environment.
  • 5+ years of management experience.
  • Experience leading Customer Success or similar teams is preferred.
  • Experience in the employer-sponsored health benefits space is required.
  • Ability to organize and manage multiple company initiatives.
  • Proven ability to positively influence peers.
  • Strong listening and communication skills, both verbal and written.
  • Ability to build trust and relationships at all organizational levels, internally and externally.
  • Ability to communicate effectively with senior management.
  • Experience with Salesforce and Tableau.
  • Experience with Gainsight is a plus.
  • Passion for mental health and changing the healthcare landscape.

Benefits

  • Annual base salary range of $134,000 to $184,000.
  • Eligibility for discretionary bonuses.
  • Comprehensive healthcare coverage, including medical, dental, vision, FSA/HSA, life, and disability insurance.
  • Lyra coaching and therapy services.
  • Equity in the company through discretionary restricted stock units.
  • Competitive time off, including vacation, sick days, and company holidays.
  • Paid parental leave.
  • 401(k) with up to 3% matching.
  • Monthly tech allowance.
  • Well-being perks and activities, plus surprise swag and community celebrations.

Interested in this position?

Apply directly on the company website

Apply Now

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