Manager, Customer Success

Lyra Health is a leading provider of evidence-based mental health care, serving over 20 million people globally. The Manager, Customer Success will lead a team to ensure exceptional support and retention of clients while driving engagement and strategic initiatives.

Responsibilities:

• Team Leadership: Lead, mentor, and develop a team of Customer Success Associates, providing guidance on relationship management, account strategy, and professional growth
• Strategic Oversight: Own the overall success and retention strategy for a portfolio of health system partners, health plans, and strategic referral partners, ensuring the team exceeds established targets
• Executive Relationship Management: Serve as a point of escalation and maintain high-level relationships with executive decision-makers at partner organizations
• Cross-Functional Advocacy: Collaborate with Product, Clinical, Data Science, and Legal teams to ensure the 'voice of the customer' informs the product roadmap and operational improvements
• Operational Excellence: Standardize and optimize customer reporting, communication templates, and project management workflows to increase team efficiency
• Growth & Marketing Partnership: Partner with Marketing to oversee the development of large-scale campaigns and workshops that drive patient engagement across all accounts
• Performance Tracking: Work with the Performance Management and Sales Operations teams to interpret and address team metrics including: referral volumes, customer health scores, conversion rates, upsells etc
• Finalist Support: Support finalist presentations and strategic key prospect meetings by serving as a subject matter expert on client partnership strategy, implementation, operations, reporting and ongoing strategic account management. Provide references as needed
• Clinical & Healthcare Acumen: Ability to communicate clinical outcomes, behavioral health value, and care delivery impact to healthcare stakeholders while navigating regulated healthcare environments

Requirements:

• 5+ years of experience in customer success, account management, or healthcare leadership, with at least 1+ years in a formal people-management role
• Deep understanding of health systems, health plans, or the pediatric mental health landscape
• Exceptional presentation and negotiation skills, with the ability to lead in high-stakes environments
• Proven track record of managing multiple large-scale initiatives and leading cross-functional projects
• Advanced skills in Google Workspace (Sheets, Slides), CRM tools (Salesforce, Asana) and data visualization tools (Tableau, Quicksight) to track team performance
• Willingness to travel (up to 30-40%) to support team members and visit key accounts