Customer Success Manager - Lyra Health

Job Title: Customer Success Manager
Job Location: United States
Job Listing URL: https://jobs.lever.co/lyrahealth/820e7cbe-abe9-4aec-bc6e-a001ce26834b
Job Description: About Lyra Health

Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.

About the Role:
Lyra Health is looking for a Customer Success Manager who is energized by engaging with customers, building relationships, strategy and overall 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; you are passionate about making a difference, comfortable with ambiguity, and are naturally collaborative.

This role can be carried out from our Burlingame, CA headquarters, hybrid, or fully remote/virtually. Remote candidates must be physically located within the United States.

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
Qualifications
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%)