The Customer Success Manager engages with customers, builds relationships, and ensures satisfaction while collaborating with various internal teams to deliver results.
About Lyra Health
Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.
About the Role:
Lyra Health is looking for a Customer Success Manager who is energized by engaging with customers, building relationships, strategy and overall delivering results.
You should be highly organized, detail-oriented, and resourceful. This role will be a great fit for you if you are a doer; you are passionate about making a difference, comfortable with ambiguity, and are naturally collaborative.
This role can be carried out from our Burlingame, CA headquarters, hybrid, or fully remote/virtually. Remote candidates must be physically located within the United States.
Responsibilities
- Serve as the primary relationship owner for our Mid-Market segment employer customers (<5,000 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
Qualifications
- 5+ years experience in customer success/ or a related field, ideally in the area of HR / Benefits / Healthcare with employers or other large groups
- Experience with customers with a headcount of up to 5,000 employees
- 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
- Strong relationship building skills; proven experience working with and influencing key decision makers (including executive level) and balancing the needs of internal and external stakeholders
- Intellectual curiosity and self-awareness to identify knowledge gaps or development areas; ability to apply learnings and adapt to new situations
- Ability to thrive in a fast environment - take initiative, prioritize, problem solve, and deliver
- Willingness to travel (20%)
"We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.
By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form. This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact [email protected]. For more information about how we use and retain your information, please see our Workforce Privacy Notice."
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