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Lyra Health is a leading provider of evidence-based mental health care serving over 20 million people globally through employer partnerships and health plans. The company has delivered 15+ million mental health sessions, published 35+ peer-reviewed studies, and demonstrated clinical outcomes showing 2x faster recovery and 26% annual reduction in overall healthcare claims costs. Lyra is transforming mental health access through Lyra Empower, an AI-powered integrated platform combining high-quality care with technology solutions.
In this role, you will report to the Director of Customer Success and lead a subset of the Customer Success team. You will be responsible for hiring, developing, and retaining high-performing Customer Success Managers while ensuring operational consistency across customer tiers and segments. You will partner with the Customer Success Director to monitor team performance, optimize procedures, and identify training and enablement needs.
Key responsibilities include coaching Customer Success Managers to maximize member engagement, customer retention, revenue growth, and value actualization through strategic reporting. You will drive team accountability for core KPIs including renewal rates, customer retention, net-new revenue expansion, and customer satisfaction. You will provide consolidated reporting on team achievements and identify business risks or macroeconomic trends blocking results.
You will lead risk management strategies across assigned segments to address talent, relationship, and revenue risks through cross-functional reviews and account meetings. You will oversee monthly revenue forecasting and deploy strategies to mitigate financial risks and support underperforming accounts. You will manage executive-level client engagement and high-visibility clinical or operational escalations alongside your team.
Additionally, you will represent the Customer Success department in late-stage prospect finalist meetings and strategic internal deal reviews. You will collaborate closely with cross-functional partners across Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation to ensure the customer voice is reflected across all business units. You will manage customer relationships as needed.
Qualifications:
- 10+ years of work experience in a high-growth, fast-paced environment; experience leading Customer Success or similar teams preferred
- 5+ years of management experience
- Experience in employer-sponsored health benefits space required
- Ability to effectively organize and manage multiple company initiatives with proven ability to positively influence peers
- Excellent listening and communication skills (verbal and written) with emphasis on quickly gaining trust; ability to 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; experience with Gainsight is a plus
- Passion for mental health and changing the healthcare landscape
