Note: The job is a remote job and is open to candidates in USA. Lyra Health is a provider of evidence-based mental health care serving individuals through employers, health plans, and partners. The Senior Customer Success Manager I will lead strategic relationships with a portfolio of large, complex global employer customers, partnering with benefits leaders and consultants to shape workforce mental health strategies. The role focuses on customer engagement, reporting, cross-functional issue resolution, product advocacy, and customer retention.
Responsibilities
- Serve as the primary relationship owner for our Major/Key segment employer customers (30,000+ 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
Skills
- 8+ years experience in implementation and/or customer success, ideally in the area of HR / Benefits / Healthcare with employers or other large groups
- Passion for mental health and changing the healthcare landscape
- 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
- Willingness to travel (10%)
Benefits
- Remote work
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