Customer Success Manager

Summary

Join Lyra Health as a Customer Success Manager and cultivate strong relationships with mid-market employer customers. You will be the primary point of contact, managing communications and addressing their needs. Collaborate with internal teams to resolve issues and contribute to product roadmap planning. Engage in marketing initiatives to create and deliver customer workshops and campaigns. Ensure customer satisfaction and retention through exceptional support. This role can be based in Burlingame, CA, or remotely within the US, offering a hybrid or fully remote option.

Requirements

• 5+ 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 up to 5,000 employees
• 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
• Strong relationship building skills; proven experience working with and influencing key decision makers (including executive level) and balancing the needs of internal and external stakeholders
• Intellectual curiosity and self-awareness to identify knowledge gaps or development areas; ability to apply learnings and adapt to new situations
• Ability to thrive in a fast environment - take initiative, prioritize, problem solve, and deliver
• Willingness to travel (20%)

Responsibilities

• Serve as the primary relationship owner for our Mid-Market segment employer customers (<5,000 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