Senior Group Manager, Customer Success

Lyra Health is hiring a Senior Group Manager to lead a subset of its Customer Success team. The role focuses on developing high-performing managers, driving customer retention and revenue outcomes, managing risks and escalations, and collaborating across teams to represent the voice of the customer.

Responsibilities:

• Hire, develop, and retain a team of high-performing Customer Success Managers while ensuring operational consistency across customer tiers and segments
• Partner with the Customer Success Director to monitor team performance, optimize operational procedures, and elevate training or enablement needs
• Coach Customer Success Managers to maximize member engagement, customer retention, revenue growth, and value actualization through strategic reporting
• Drive team accountability for core department KPIs, including renewal rates, customer retention, net-new revenue expansion, and customer satisfaction
• Provide consolidated reporting on team achievements, identifying business risks or macroeconomic trends blocking desired results
• Lead risk management strategies across assigned segments to address talent, relationship, and revenue risks through cross-functional reviews and account meetings
• Oversee monthly revenue forecasting, ensuring strategies are deployed to mitigate financial risks and support underperforming accounts
• Manage executive-level client engagement and high-visibility clinical or operational escalations alongside your team
• Represent the Customer Success department in late-stage prospect finalist meetings and strategic internal deal reviews
• Collaborate closely with cross-functional partners across Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation to ensure the voice of the customer is reflected across all business units
• Manage customer relationships as needed

Requirements:

• 10+ years of work experience in a high-growth, fast-paced environment
• 5+ years of management experience
• Experience in employer-sponsored health benefits space required
• Ability to effectively organize and manage multiple company initiatives
• proven ability to positively influence peers
• Excellent listening and communication skills both verbal and written, with an emphasis on quickly gaining trust
• can build relationships at all organizational levels both externally and internally
• Ability to communicate effectively with senior management
• Experience with tools such as Salesforce and Tableau
• Passion for mental health and changing the healthcare landscape
• experience leading Customer Success or similar teams is preferred
• Experience with Gainsight is a plus