Senior Customer Success Manager - Lyra Health

Job Title: Senior Customer Success Manager
Job Location: Mumbai
Job Listing URL: https://jobs.lever.co/lyrahealth/15d25c6f-65e8-40d7-a04a-c5e0f32d10ae
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.

In this pivotal role, you will be responsible for cultivating and nurturing long-term relationships with our most valued key accounts. You will serve as a trusted advisor, ensuring these clients achieve their desired outcomes while using our mental wellness solutions, driving adoption, maximizing value, and fostering deep client loyalty. This role requires a proactive approach to understanding client needs within the sensitive context of mental wellness, coupled with exceptional relationship-management skills and the ability to operate effectively in a remote setting.
Key Responsibilities:
Strategic Account Management: 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.
Relationship Building: Establish and maintain strong, trusted advisor relationships with multiple stakeholders within key client organizations, from HR leaders and wellness champions to executive sponsors.
Value Realization & Adoption: 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.
Client Advocacy: 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.
Renewals and Expansion: 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.
Performance Monitoring & Reporting: 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.
Issue Resolution: 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).
Onboarding & Implementation Support: Oversee the successful onboarding and implementation process for new key accounts, ensuring a smooth transition and setting them up for long-term success.
Remote Collaboration: 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.
Industry Expertise: Stay informed about trends in corporate mental wellness, employee benefits, and best practices in customer success within the healthcare and wellness industries.
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.
About You
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.
Familiarity with CRM software and sales analytics tools is a plus.