Senior Customer Success Manager

Lyra helps you find the best care for your mental and emotional well-being. Get access to top-tier therapists, psychiatrists, digital self-care apps, and ongoin ... g support from our 24/7 care team, so you can be your…

Location: Mumbai
Company size: 2,000–5,000
Posted: 5mo ago
Via: Lever

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Senior Customer Success Manager · Lyra Health

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Job title: Senior Customer Success Manager
Job location: Mumbai
Job listing URL: https://jobs.lever.co/lyrahealth/11a8bf0c-d562-41c7-99e7-dded58fc68b7
Job description: About Lyra

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.
Core Responsibilities
1. Team Leadership & Management

Lead, mentor, and develop a high-performing team of Customer Success Managers and CS Executives, fostering a culture of accountability and excellence.

Oversee team workload and resource allocation to ensure timely completion of tasks and strategic project milestones.

Provide high-level guidance on complex customer escalations, renewal strategies, and risk mitigation plans.

2. Strategic Portfolio & Account Management

Maintain overall accountability for the management of a portfolio of key global Lyra Wellbeing customers.

Drive client retention and enhance the overall customer experience by ensuring team adherence to service level agreements and quality standards.

Lead high-level customer meetings and Quarter Business Reviews (QBRs), interpreting complex data to support strategic recommendations.

Manage implementation of customer programmes, ensuring smooth launches and accurate contracting/supplier registration.

3. Contribution to Business Development

Strategic Upselling & Expansion: Identify opportunities within the existing portfolio to expand service offerings, advocating for Lyra’s comprehensive care model to increase account value.

Local Market Intelligence: Act as a subject matter expert on the Indian mental health landscape, providing the commercial team with localized insights to refine go-to-market strategies.

Sales Collaboration: Partner with the Business Development and Commercial teams during the late-stage sales cycle to demonstrate CS excellence and clinical impact to prospective clients.

Customer Advocacy: Cultivate strong relationships with executive sponsors to develop "Customer Champions" who can provide testimonials, case studies, and referrals for new business.

Retention as Growth: Secure long-term renewals that stabilize the local business foundation, directly enabling the capacity for aggressive market expansion in the region.

4. Retention, Risk & Financial Oversight

Actively monitor portfolio-wide risk and implement advanced mitigation strategies in collaboration with the CS Director.

Oversee the renewal process, including the preparation of initial proposals and negotiation of mutually beneficial outcome agreements.

Ensure the financial health of the account portfolio by monitoring invoicing, payment cycles, and on-time billing through internal systems.

5. Strategy, Expansion & Reporting

Identify clinical themes and trends from customer data to recommend strategic enhancements and value-add solutions.

Contribute to the development of customer promotional plans and coordinate with global operations to deliver impactful campaigns and events.

Oversee the distribution and presentation of customer reports, leveraging Business Intelligence support for deep-dive analysis.
Requirements and Qualifications
Qualification: Suitable qualification in business or a related field; Master's degree preferred.

Experience Level: Minimum of 10–12+ years of progressive experience in relationship management with key customers.

Specialized Experience: At least 5 years of experience within an EAP or mental health setting, with proven team leadership experience.

Global Exposure: Extensive global account management experience is a distinct advantage.
About You
Clinical & Business Acumen: Exceptional understanding of mental health services and the advanced ability to identify and manage high-level organizational risk.

Problem Solver: Highly analytical with superior problem-solving skills, capable of navigating intricate operational challenges independently.

Autonomous & Accountable: Able to lead a team independently while ensuring critical strategic decisions are aligned with Lyra’s global vision.

Detail-Oriented: Meticulous attention to detail in financial management, record-keeping, and complex contracting procedures.

Communicator: Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly to global stakeholders.

Proactive & Adaptive: Strong continuous improvement mindset with the flexibility to thrive in a fast-paced, evolving international environment.

Organized: Highly organized with an exceptional ability to plan and prioritize high-volume portfolio responsibilities under pressure.

Collaborative: A strong leader who promotes cross-functional collaboration and sustainable professional relationships.
Miscellaneous
Upholding Lyra Values: Demonstrate Lyra’s core values of clinical excellence, innovation, and empathy in all stakeholder interactions.

Task Ownership: Ensure high precision in all clinical and administrative tasks within agreed-upon Service Level Agreements (SLAs).

Process Optimization: Identify gaps in workflows and implement solutions that enhance operational efficiency and care outcomes.

Workshop & Event Participation: Support the delivery of workshops, content creation, and participation in webinars or events to promote Lyra’s research and care model.