Senior Group Manager, Customer Success

Lyra Health; Oregon; Hybrid; USD 134,000 - 184,000; Full time

Benefits offered by this job

Comprehensive healthcare coverage (med

Equity in the company

401K with up to 3% matching

Monthly tech allowance

Paid parental leave

Generous PTO

Job summary

Lyra Health, Inc. is seeking a Senior Group Manager, Customer Success to lead a subset of the CS team and drive engagement, retention, and revenue growth. You will report to the CS Director, build a high-performing group, and ensure operational excellence across customer tiers.

You will coach managers, own KPI performance, and collaborate with cross-functional partners to align customer outcomes with business goals. The role emphasizes strategic leadership and proactive risk management.

Qualifications

• 10+ years of work experience in a high-growth, fast-paced environment; experience leading Customer Success or similar teams is preferred
• 5+ years of management experience
• Experience in employer-sponsored health benefits space required
• Ability to organize and manage multiple initiatives and influence peers
• Excellent listening and communication skills at all levels, including senior management
• Experience with Salesforce and Tableau; Gainsight is a plus
• Passion for mental health and changing healthcare landscape

Responsibilities

• Hire, develop, and retain a team of high-performing Customer Success Managers while ensuring operational consistency across tiers and segments
• Partner with the CS Director to monitor team performance, optimize procedures, and elevate training needs
• Coach CS Managers to maximize member engagement, retention, revenue growth, and value through strategic reporting
• Drive team accountability for KPIs: renewal rates, retention, net-new revenue, and customer satisfaction
• Provide consolidated reporting on team achievements and risks
• Lead risk management across segments through cross-functional reviews and account meetings
• Oversee monthly revenue forecasting and mitigation strategies for underperforming accounts
• Manage executive-level client engagement and high-visibility escalations with your team
• Represent CS in late-stage finalist meetings and internal deal reviews
• Collaborate with Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation to reflect customer voice across units
• Manage customer relationships as needed

Skills

Leadership of CS teams

Team development & retention

Customer success metrics

Strategic reporting

Cross-functional collaboration

Account management

Executive communication

Gainsight experience

Salesforce experience

Tableau experience

Tools

Salesforce

Tableau

Gainsight

Job description

About Lyra HealthLyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million through health plan and partner relationships. The company has delivered more than 15 million sessions of mental health care, published more than 35 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 Senior Group Manager who is energized by engaging with customers, building relationships, and delivering results. Reporting to the Director of Customer Success, you will lead a subset of the team. You should be highly organized, detail-oriented, and resourceful. This role will be a great fit for you if you are a doer, passionate about making a difference, comfortable with ambiguity, and are naturally collaborative.

• Hire, develop, and retain a team of high-performing Customer Success Managers while ensuring operational consistency across customer tiers and segments.
• Partner with the Customer Success Director to monitor team performance, optimize operational procedures, and elevate training or enablement needs.
• Coach Customer Success Managers to maximize member engagement, customer retention, revenue growth, and value actualization through strategic reporting.
• Drive team accountability for core department KPIs, including renewal rates, customer retention, net-new revenue expansion, and customer satisfaction.
• Provide consolidated reporting on team achievements, identifying business risks or macroeconomic trends blocking desired results.
• Lead risk management strategies across assigned segments to address talent, relationship, and revenue risks through cross-functional reviews and account meetings.
• Oversee monthly revenue forecasting, ensuring strategies are deployed to mitigate financial risks and support underperforming accounts.
• Manage executive-level client engagement and high-visibility clinical or operational escalations alongside your team.
• Represent the Customer Success department in late-stage prospect finalist meetings and strategic internal deal reviews.
• Collaborate closely with cross-functional partners across Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation to ensure the voice of the customer is reflected across all business units.
• 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 is preferred
• 5+ years of management experience
• Experience in employer-sponsored health benefits space required
• Ability to effectively organize and manage multiple company initiatives and proven ability to positively influence peers
• Excellent listening and communication skills both verbal and written, with an emphasis on quickly gaining trust; can 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

$134,000 - $184,000 a year

As a full-time Senior Group Manager, Customer Success, you will be employed by Lyra Health, Inc. The anticipated annual base salary range for this full-time position is $134,000 to $184,000. The base range is determined by role and level, and placement within the range will depend on a number of job-related factors, including but not limited to your skills, qualifications, experience and location. This role may also be eligible for discretionary bonuses.

Annual salary is only one part of an employee's total compensation package at Lyra. We also offer generous benefits that include:

• Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances)
• Lyra for Lyrians; coaching and therapy services
• Equity in the company through discretionary restricted stock units
• Competitive time off with pay policies including vacation, sick days, and company holidays
• Paid parental leave
• 401K with up to 3% matching
• Monthly tech allowance
• We like to spread joy throughout the year with well-being perks and activities, surprise swag, regular community celebration…and more!

We can't wait to meet you.

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 . For more information about how we use and retain your information, please see our Workforce Privacy Notice.