Customer Success Manager II

Summary

Join Lyra Health as a Customer Success Manager and build strong relationships with mid-market employer customers (1,000-5,000 lives). You will be the primary point of contact, managing communications and resolving issues. Collaborate with internal teams and contribute to product roadmap planning. This role requires 5+ years of experience in customer success, ideally in HR, benefits, or healthcare. Strong relationship-building skills and project management expertise are essential. The position offers a competitive salary, comprehensive healthcare coverage, retirement benefits, paid time off, and other perks. Work location can be our Burlingame, CA headquarters, hybrid, or fully remote within the US.

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 1,000-5,000 employees
• 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 consistently high quality work amidst ambiguity and with limited oversight
• 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 Mid-Market segment employer customers (1,000-5,000 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, analytics, customer marketing, legal, and other XFN teams 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 stipend
• We like to spread joy throughout the year with well-being perks and activities, surprise swag, regular community celebrations…and more!