Director, Customer Success Implementation

Summary

Join Lyra Health as their Director of Customer Success Implementation and lead the strategic vision and execution of customer implementation processes. You will oversee the end-to-end customer implementation lifecycle, mentor a high-performing team, and build strong relationships with internal and external partners. This role requires a strong blend of strategic thinking, operational expertise, and leadership acumen. The position offers the flexibility to work from the Burlingame, CA headquarters, hybrid, or fully remote within the United States. You will be responsible for driving continuous improvement, serving as the primary escalation point for critical issues, and leading talent acquisition and development strategies. This pivotal role will ensure exceptional customer experience and scalable operations.

Requirements

• Bachelor’s degree
• 10+ years of progressive work experience in a high-growth, fast-paced environment
• 3+ years of experience in people management
• Demonstrated experience in the employer-sponsored health benefits space
• Deep passion for mental health and transforming the healthcare landscape
• Exceptional executive-level communication, presentation, and negotiation skills, with the ability to influence and build strong relationships at all organizational levels, both internally and externally
• Proven ability to strategically manage complex projects, prioritize initiatives, and drive results in a dynamic environment
• Strong analytical and strategic thinking skills, with the ability to translate data into actionable insights and operational improvements
• Extensive experience with CRM and project management tools/systems (e.g., Salesforce, Asana) and a track record of leveraging technology to scale operations

Responsibilities

• Define and drive the strategic vision for the Customer Success Implementation organization, aligning with overall company goals and growth objectives
• Lead the strategic evolution of the implementation function to accommodate new business lines, innovative product offerings, and complex, bespoke customer needs, establishing scalable processes and best practices for diverse implementation challenges
• Mentor and lead a team of high-performing Implementation Managers, fostering their professional development and career growth
• Oversee the end-to-end customer implementation lifecycle, establishing best practices, optimizing processes, and ensuring successful, timely, and high-quality launches for all customers
• Develop and implement advanced strategies for internal and external stakeholder engagement, ensuring seamless cross-functional collaboration and proactive resolution of complex implementation challenges
• Serve as a key leader in cross-functional initiatives, representing the Implementation team's perspective and contributing to the design and optimization of company-wide processes, tools, and systems that impact customer launches
• Drive continuous improvement initiatives by analyzing comprehensive customer and team performance data, identifying trends, and implementing strategic operational and procedural enhancements to maximize efficiency and customer satisfaction
• Be the primary escalation point for critical customer implementation issues, providing executive-level guidance and problem-solving to ensure successful outcomes
• Lead talent acquisition, development, and retention strategies for the entire implementation organization, including workforce planning, training programs, and performance management
• Partner closely with Sales, Product, Engineering, and Customer Success leadership to influence product roadmap development and ensure implementation needs are integrated into overall company strategy

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
• We like to spread joy throughout the year with well-being perks and activities, surprise swag, free food, regular community celebration…and more!