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Lyra Health is a leading provider of evidence-based mental health care serving over 20 million people globally through partnerships with employers and health plans. The company has delivered 15+ million mental health sessions and published 35+ peer-reviewed studies demonstrating transformative outcomes: patients recover twice as fast and organizations see a 26% annual reduction in overall healthcare claims costs.
In this Senior Customer Success Manager role, you will serve as the primary relationship owner for Major/Key segment employer customers (30,000+ lives). You will maintain regular strategic contact with customer benefits teams and key stakeholders, ensuring high satisfaction and annual renewals.
Key responsibilities include:
- Serve as primary relationship owner for large employer customers (30,000+ covered lives)
- Maintain regular contact with customer benefits teams and stakeholders
- Partner with marketing to develop and deliver engaging campaigns and workshops
- Produce and communicate regular customer reports and business reviews
- Collaborate cross-functionally with product, clinical, data science, legal, and other teams to resolve customer requests and issues
- Contribute to product roadmap planning by providing customer and patient voice
- Champion new product offerings with your customer base
- Ensure customers feel supported and delighted, driving annual renewals
This role requires 10% travel and offers the opportunity to impact mental healthcare delivery at scale while working with a mission-driven organization backed by extensive clinical evidence.
Requirements:
- 8+ years of experience in implementation and/or customer success, ideally in HR/Benefits/Healthcare with employers or large groups
- Passion for mental health and transforming the healthcare landscape
- Excellent verbal and written communication skills with ability to quickly build trust
- Demonstrated ability to innovate and creatively solve problems in collaborative environments
- Strong project management skills and proven success on cross-functional teams
- Ability to prioritize and manage multiple customer relationships simultaneously
- Willingness to travel up to 10%
