Senior Customer Success Manager

Summary

Join Lyra Health as a Strategic Account Manager and cultivate lasting relationships with key accounts. Develop and execute comprehensive success plans, aligning our mental wellness solutions with client goals. Build strong relationships with various stakeholders within client organizations. Proactively monitor client engagement and utilization, addressing adoption barriers and sharing best practices. Serve as the primary voice of your accounts within Lyra, gathering feedback to inform product development and customer experience improvements. Drive client retention and identify opportunities for account growth. Track key account metrics and deliver regular business reviews. Act as the primary point of escalation for complex issues, coordinating with internal teams. Oversee successful onboarding and implementation for new accounts. Collaborate effectively with cross-functional teams in a remote environment. Stay informed about trends in corporate mental wellness and best practices.

Requirements

• Minimum Work Experience - 7 Years of B2B sales experience
• Industry to be targeted - Insurance / Manpower Service Providers/ Wellness Providers
• Bachelor's degree in Business, Marketing, or a related field
• Excellent communication, presentation, and negotiation skills
• Strong interpersonal skills with a pleasing personality and the ability to build rapport with clients
• Self-motivated, goal-oriented, and results-driven
• Ability to work independently and as part of a team

Responsibilities

• Develop and execute comprehensive success plans for a portfolio of key accounts, aligning our mental wellness solutions with their specific organizational goals, employee well-being initiatives, and desired impact
• Establish and maintain strong, trusted advisor relationships with multiple stakeholders within key client organizations, from HR leaders and wellness champions to executive sponsors
• Proactively monitor client engagement and utilization of our platform/services. Identify and address barriers to adoption, provide ongoing education, and share best practices to ensure clients derive maximum value and achieve their mental wellness objectives
• Serve as the primary voice of your key accounts within Lyra. Gather client feedback, insights, and challenges to inform product development, service enhancements, and overall customer experience improvements
• Drive client retention by demonstrating ongoing value and impact. Identify opportunities for account growth, upselling, or cross-selling of additional services or features that align with client needs
• Track key account health metrics, engagement levels, and satisfaction. Prepare and deliver regular business reviews (QBRs) to key clients, showcasing progress, insights, and strategic recommendations
• Act as the primary point of escalation for key accounts, effectively managing and resolving complex issues with empathy and efficiency by coordinating with internal teams (e.g., Support, Product, Sales)
• Oversee the successful onboarding and implementation process for new key accounts, ensuring a smooth transition and setting them up for long-term success
• Effectively collaborate with internal cross-functional teams (Sales, Product, Marketing, Clinical/Wellness Team if applicable) in a remote environment to deliver a seamless client experience
• Stay informed about trends in corporate mental wellness, employee benefits, and best practices in customer success within the healthcare and wellness industries

Preferred Qualifications

Familiarity with CRM software and sales analytics tools is a plus