Senior Group Manager, Customer Success & Growth

Lyra Health, Inc.; 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

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.