Sr. Customer Success Manager II

About The Role

Lyra Health is looking for a Senior Customer Success Manager who is energized by engaging with customers, building relationships, and delivering results. You should be highly strategic, an exceptional data storyteller, and a champion for technological innovation.

Responsibilities

• Serve as the primary relationship and strategy owner for large, multi-national employer partners (90,000+ lives).
• Advise and lead employer partners to define and execute against their mental health and wellbeing strategy.
• Lead C-suite-level conversations and presentations to influence stakeholders using data-driven storytelling.
• Develop and maintain account strategies.
• Craft clear, succinct, and bespoke business reviews that demonstrate VOI and ROI.
• Act as a strategic advisor to Lyra's executive leadership, defining winning strategies for the organization's largest renewals.
• Identify and proactively seize or mitigate emergent and long-term opportunities or risks in your portfolio.
• Drive compelling and effective employee engagement strategies in collaboration with marketing.
• Evaluate competing priorities, analyze trade-offs, and make clear, data-informed choices that drive client success.
• Balance organizational, team, and customer priorities with thoughtful execution.
• Collaborate internally with product, clinical, data science, legal, and other teams to effectively resolve customer requests and issues.
• Align Lyra's product roadmap directly with the customer's macro-organizational goals, and champion new product offerings.
• Manage your portfolio independently and proactively drive initiatives to completion.

Qualifications

• 15+ years of experience in customer success, ideally in the area of HR, benefits, or healthcare with employers or other large groups.
• Excellent verbal and written communication skills, including the ability to command a room with confidence when acting as a strategic advisor to executive leadership.
• Ability to analyze large, multi-variable data sets to identify and frame actionable insights.
• Ability to operate effectively in fast-paced or evolving environments and manage complex challenges to find solutions even when processes are not yet defined.
• Ability to innovate and creatively solve problems in a highly collaborative manner.
• Ability to collaborate effectively with cross-functional teams using strong project management skills.
• Ability to champion the strategic and thoughtful use of AI to drive high-level decision-making, pilot complex workflows, and uncover macro-trends.
• Ability to maintain a positive and productive mindset when facing complex client challenges or changing project scopes.
• Ability to prioritize and balance multiple customers simultaneously.
• A growth mindset.
• A passion for mental health and changing the healthcare landscape.
• Willingness to travel (10%).

Pay

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.

Benefits

• 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
• Well-being perks and activities, surprise swag, regular community celebration, and more