Lyra Health is looking for a Senior Customer Success Manager I who is energized by engaging with customers, building relationships, and delivering results. You should be highly organized, detail-oriented, and resourceful. This role will be a great fit for you if you are a doer, who is passionate about making a difference, comfortable with ambiguity, and is naturally collaborative. You will serve as a strategic lead for a curated portfolio of our largest, most complex global customers. In this high-visibility role you will be partnering directly with senior benefits leaders and external benefits consultants to shape their workforce mental health strategy on a global scale. We are looking for an agile, operationally rigorous person who actively leverages modern technology and data tools to scale their impact, cut through ambiguity, and deliver a seamless experience for our strategic partners.
Responsibilities
Serve as the primary relationship owner for our Major/Key segment employer customers (30,000+ 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
Qualifications
8+ years experience in implementation and/or customer success, ideally in the area of HR / Benefits / Healthcare with employers or other large groups
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%)
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