Customer Success Manager II

Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. They are seeking a Customer Success Manager who will engage with customers, build relationships, and deliver results, ensuring customer satisfaction and retention.

Responsibilities:

• Serve as the primary relationship owner for our Strategic segment employer customers (10,000-30,000 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

Requirements:

• 8+ years experience in implementation and/or customer success, ideally in the area of HR / Benefits / Healthcare with employers or other large groups
• Experience managing relationships with customers with an employee headcount of at least 10,000
• 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%)