Director, Customer Success Implementation - Lyra Health

Job Title: Director, Customer Success Implementation
Job Location: United States
Job Listing URL: https://jobs.lever.co/lyrahealth/0ef9d9d7-fe70-4f3b-8afc-a25f51590d39
Job Description: About Lyra Health
Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, nearly 20 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

About the Role:
Lyra Health is seeking a Director of Customer Success Implementation to provide strategic leadership and oversight for our implementation function. This pivotal role will be responsible for defining the vision, strategy, and execution of Lyra’s customer implementation processes, ensuring continued exceptional customer experience and scalable operations. This role will also 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.

As a Director, you will lead and develop a high performing team of Implementation Managers, fostering a culture of excellence and continuous improvement. You'll serve as a key executive stakeholder, building deep relationships with internal and external partners, and proactively identifying opportunities to enhance Lyra's implementation capabilities. The ideal candidate will possess a strong blend of strategic thinking, operational expertise, and leadership acumen, with a proven track record of driving significant business impact in a dynamic, high-growth environment.

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
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.
Qualifications
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.