Customer Success Manager I

Lyra Health is looking for a Customer Success Manager who is energized by engaging with customers and building relationships. The role involves managing customer relationships, ensuring renewals, and supporting customers' utilization goals while leveraging technology and collaborating cross-functionally.

Responsibilities:

• Serve as the primary relationship owner for SMB employer customers (500-1,500 lives), partnering closely with customer benefit teams and key stakeholders
• Manage renewals and partner with Account Executives to identify expansion opportunities, ensuring customers feel supported and delighted, and are retained year over year
• Support customers’ utilization goals through value-driven, data-led business reviews (QBRs/ABRs)
• Monitor account health proactively to identify churn or operational risks through efficient reporting
• Leverage AI and modern technology tools to scale workflows, optimize day-to-day execution, and guide peers on process improvements
• Collaborate cross-functionally with product, clinical, data science, and legal teams to resolve issues and present a unified front
• Master multiple Lyra product offerings to effectively champion new features and maximize customer adoption
• Partner with marketing to deliver engaging communication campaigns and workshops for your customers
• Proactively re-evaluate day-to-day priorities to maintain focus during departmental shifts or evolving workflows

Requirements:

• 5+ years of experience in customer success or a related field, ideally within HR, employee benefits, or healthcare
• Experience managing employer accounts with headcounts within the 500-1,500 range (or similar mid-market complexity)
• Demonstrated ability to operate effectively in fast-paced environments and navigate ambiguity with autonomy
• Strong commercial acumen with direct experience managing renewals and driving customer utilization metrics
• Excellent verbal and written communication skills, with a track record of gaining trust quickly and using data storytelling to influence stakeholders
• Ability to leverage AI and software tools to automate tasks, optimize workflows, and drive operational efficiency
• Strong project management skills and the ability to collaborate successfully across cross-functional teams
• A growth mindset and a passion for mental health and changing the healthcare landscape
• Willingness to travel (10%)