Senior Group Manager, Customer Success & Revenue Growth

Lyra Health, Inc.; United States; Remote; USD 134.000 - 184.000; Vollzeit

Benefits dieser Stelle

Healthcare coverage

Equity

Paid time off

Parental leave

401K

Tech allowance

Well-being perks

Zusammenfassung

Lyra Health is seeking a Senior Group Manager, Customer Success to lead a subset of the team and partner with the Director of Customer Success. You should be highly organized, detail‑oriented, and collaborative, with a passion for building relationships and delivering measurable results.

You will hire, develop, and retain high‑performing CSMs, align with cross‑functional partners, coach for engagement and retention, and oversee KPIs, forecasting, and escalations with executives.

Qualifikationen

• 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

Aufgaben

• 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.

Kenntnisse

Leadership

Customer Success

Team Management

Stakeholder Management

Tools

Salesforce

Tableau

Gainsight

Jobbeschreibung

Lyra Health is seeking a Senior Group Manager, Customer Success to lead a subset of the team and partner with the Director of Customer Success. You should be highly organized, detail‑oriented, and collaborative, with a passion for building relationships and delivering measurable results.

You will hire, develop, and retain high‑performing CSMs, align with cross‑functional partners, coach for engagement and retention, and oversee KPIs, forecasting, and escalations with executives.