Sr. Customer Success Manager I

Lyrahealth; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Lyra Health is seeking a Senior Customer Success Manager I to lead strategic partnerships with major global customers. You will manage complex relationships, drive adoption of Lyra Empower solutions, and serve as a trusted advisor to benefits leaders and consultants.

The role emphasizes organization, data-driven reporting, collaboration with product, data science, and legal teams, and a focus on delivering measurable value while supporting renewals and expansion.

Qualifications

• 8+ years of implementation and/or customer success experience at large employers or groups.
• Strong communication and relationship-building with senior stakeholders.
• Excellent cross-functional collaboration and project management skills.

Responsibilities

• Own relationships for major employer customers (30,000+ lives) and supervise engagement.
• Collaborate with marketing to deliver campaigns and workshops.
• Produce and share customer reports regularly.
• Coordinate with product, clinical, data science, legal, and other teams to resolve requests.
• Advise on product roadmap with customer and patient voice.
• Ensure customers renew annually.

Skills

Customer success

Relationship management

Communication

Cross-functional collaboration

Project management

Travel readiness

Job description

About Lyra Health

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.

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%)

Equal Opportunity

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.