Head of Customer Success: Growth, Retention & Leadership

OpenKrill; United States; Vor Ort; USD 140.000 - 200.000; Vollzeit

Zusammenfassung

Lyra Health is seeking a Senior Group Manager to lead a subset of the Customer Success team, reporting to the Director of Customer Success. You will hire, mentor, and scale a high-performing team while ensuring operational excellence across tiers and segments.

The role requires strong leadership, strategic thinking, and the ability to partner with cross-functional teams to drive renewals, retention, and revenue growth, all while maintaining a focus on delivering outstanding mental health care.

Qualifikationen

• 10+ years in a high-growth environment, leading customer success or similar teams.
• 5+ years of management experience.
• Experience in employer-sponsored health benefits space.
• Excellent listening and communication skills with ability to gain trust at senior levels.
• Experience with Salesforce and Tableau; Gainsight is a plus.

Aufgaben

• Hire, develop, and retain a team of Customer Success Managers across tiers.
• Partner with CS Director to monitor performance and train needs.
• Coach CSMs to maximize engagement, retention, and revenue growth.
• Drive KPIs: renewals, retention, net-new revenue, and customer satisfaction.
• Provide consolidated reporting on team achievements and risks.
• Lead risk management across segments via cross-functional reviews.
• Oversee monthly revenue forecasting and mitigate financial risks.
• Manage executive-level client engagements and escalations.
• Represent CS in finalist meetings and internal deal reviews.
• Collaborate with Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation to reflect the voice of the customer.

Kenntnisse

Leadership

Communication

Relationship building

Strategic thinking

Influence peers

Tools

Salesforce

Tableau

Gainsight

Jobbeschreibung

Lyra Health is seeking a Senior Group Manager to lead a subset of the Customer Success team, reporting to the Director of Customer Success. You will hire, mentor, and scale a high-performing team while ensuring operational excellence across tiers and segments.

The role requires strong leadership, strategic thinking, and the ability to partner with cross-functional teams to drive renewals, retention, and revenue growth, all while maintaining a focus on delivering outstanding mental health care.