Sr. Customer Success Manager I

Lyra Health, Inc.; Northern (KY); Hybrid; USD 119,000 - 164,000; Full time

Benefits offered by this job

Healthcare coverage

Equity via RSUs

Paid parental leave

401K with matching

Monthly tech allowance

Vacation and holidays

Job summary

Lyra Health, Inc. is seeking a Senior Customer Success Manager I to lead a curated portfolio of our largest global customers. This high-visibility role partners with senior benefits leaders to shape workforce mental health strategy and scale impact across regions.

You will be a doer, highly organized, and collaborative, with 8+ years in implementation or customer success. Travel up to 10% is required, and the role includes bonus eligibility and a competitive total compensation package.

Qualifications

• 8+ years in implementation and/or customer success in HR/Benefits/Healthcare
• Passion for mental health and changing the healthcare landscape
• Excellent communication skills - verbal and written, with quick trust-building
• Strong cross-functional teamwork and project management

Responsibilities

• Serve as primary relationship owner for Major/Key segment employer customers (30,000+ lives)
• Partner with marketing to develop and deliver engaging campaigns and workshops
• Produce and regularly communicate customer reports
• Collaborate with product, clinical, data science, legal, and others to resolve requests
• Contribute to product roadmap planning with customer voice and advocate new offerings
• Leave customers feeling supported and delighted after interactions to encourage annual renewals

Skills

Customer success

Implementation

Cross-functional collaboration

Project management

Communication skills

Travel 10%

Healthcare industry experience

Job description

About Lyra 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 Customer Success Manager I who is energized by engaging with customers, building relationships, and delivering results. You should be highly organized, detail-oriented, and resourceful. This role will be a great fit for you if you are a doer, who is passionate about making a difference, comfortable with ambiguity, and is naturally collaborative. You will serve as a strategic lead for a curated portfolio of our largest, most complex global customers. In this high-visibility role you will be partnering directly with senior benefits leaders and external benefits consultants to shape their workforce mental health strategy on a global scale. We are looking for an agile, operationally rigorous person who actively leverages modern technology and data tools to scale their impact, cut through ambiguity, and deliver a seamless experience for our strategic partners.

$119,000 - $164,000 a year

As a full-time Senior Customer Success Manager I, you will be employed by Lyra Health, Inc. The anticipated annual base salary range for this full-time position is $119,000 to $164,000. 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.

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

Qualifications

• 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%)

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.