Customer Success Manager

Summary

Join Lyra Health as a Customer Success Manager and cultivate strong relationships with enterprise clients, ensuring their satisfaction and renewal. You will be the primary point of contact for employer customers with 3,000-10,000 employees, collaborating with internal teams to resolve issues and contribute to product development. This role requires strong communication, project management, and problem-solving skills. The position offers a competitive salary, comprehensive benefits, and the opportunity to make a significant impact in the mental health care landscape. The role can be based in Burlingame, CA, or be fully remote within the United States. Lyra offers a hybrid work option as well.

Requirements

• 8+ years experience in customer success/ or a related field, ideally in the area of HR / Benefits / Healthcare with employers or other large groups
• Experience with customers with a headcount of 3,000-10,000 employees
• Passion for mental health and changing the healthcare landscape
• Excellent communication skills-both verbal and written, with an emphasis on quickly gaining trust
• Ability to innovate and creatively solve problems in a highly collaborative manner
• Strong project management skills and a demonstrated ability to work successfully on cross-functional teams
• Ability to prioritize and balance multiple customers
• Willingness to travel (10%)

Responsibilities

• Serve as the primary relationship owner for our Enterprise segment employer customers (3,000-10,000 lives), maintaining regular contact with the customers’ benefits team members and other key stakeholders
• Partner with marketing to develop and deliver engaging campaigns and workshops for your customers
• Produce and regularly communicate customer reports
• Collaborate internally with teams such as product, clinical, data science, legal, and others to effectively resolve customer requests and issues
• Contribute to product roadmap planning, providing an important customer and patient voice, and champion new product offerings with your customers
• Leave customers feeling supported and delighted after every interaction, such that they renew with Lyra each year

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 retirement benefits
• Monthly tech allowance