Lyra HealthRemote
Sr. Customer Success Manager - Major/Key Account
United States of America
Full Time
3 weeks ago
Visa Sponsor
Key skills
Behavioral health account managementBehavioral health managed careHealth plan operationsEmployee benefitsBehavioral health program designMulti-vendor program managementEnterprise customer relationship managementData analyticsProject managementCommunicationCollaborationProblem solvingAmbiguity toleranceAnalyticsLeadershipProject ManagementCustomer SuccessAccount Management
About this role
Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company is seeking a Customer Success Manager who will engage with customers, build relationships, and deliver results while managing enterprise accounts and collaborating with internal teams to resolve customer requests.
Responsibilities:
- Serve as the primary Lyra relationship owner for assigned enterprise accounts, owning executive relationships across HR, benefits, clinical leadership, and health plan stakeholders
- Partner with marketing to develop and deliver engaging campaigns and workshops for your customers
- Collaborate internally with teams such as product, clinical, data science, legal, and others to effectively resolve customer requests and issues
- Produce and regularly communicate customer reports
- 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:
- 10+ years of experience in behavioral health account management, BH managed care, health plan operations, or employee benefits - with demonstrated exposure to complex, multi-stakeholder behavioral health program design
- Demonstrated success managing behavioral health benefit programs where multiple vendors owned different parts of the care continuum — for example, separate vendors managing outpatient, EAP, and higher levels of care
- Experience managing or coordinating across multiple vendors or partners within a single benefit program
- Experience managing enterprise customer relationships
- Demonstrated ability to craft compelling narratives using analytics and disparate data points
- 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
- High ambiguity tolerance: energized rather than frustrated by novel configurations and first-of-kind challenges
- Willingness to travel (10%)
- Strong preference for candidates in Eastern or Central U.S. time zones