Manager, Customer Success

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

We are looking for a strategic, results-oriented leader with a passion for mental health and team development. As the Manager, Customer Success, you will lead a team of Customer Success Associates, ensuring they deliver exceptional support and value to our clients. You will be responsible for the overall health and retention of our customer portfolio, driving the strategy for engagement and referral volume. You are a mentor who thrives on coaching others while remaining a hands-on relationship builder with key executive stakeholders.

Responsibilities:

Team Leadership: Lead, mentor, and develop a team of Customer Success Associates, providing guidance on relationship management, account strategy, and professional growth.
Strategic Oversight: Own the overall success and retention strategy for a portfolio of health system partners, health plans, and strategic referral partners, ensuring the team exceeds established targets.
Executive Relationship Management: Serve as a point of escalation and maintain high-level relationships with executive decision-makers at partner organizations.
Cross-Functional Advocacy: Collaborate with Product, Clinical, Data Science, and Legal teams to ensure the "voice of the customer" informs the product roadmap and operational improvements.
Operational Excellence: Standardize and optimize customer reporting, communication templates, and project management workflows to increase team efficiency.
Growth & Marketing Partnership: Partner with Marketing to oversee the development of large-scale campaigns and workshops that drive patient engagement across all accounts.
Performance Tracking: Work with the Performance Management and Sales Operations teams to interpret and address team metrics including: referral volumes, customer health scores, conversion rates, upsells etc.
Finalist Support: Support finalist presentations and strategic key prospect meetings by serving as a subject matter expert on client partnership strategy, implementation, operations, reporting and ongoing strategic account management. Provide references as needed.
Clinical & Healthcare Acumen: Ability to communicate clinical outcomes, behavioral health value, and care delivery impact to healthcare stakeholders while navigating regulated healthcare environments.

Core Competencies:

Strategic Leadership: Ability to set a vision and inspire the team to achieve ambitious performance goals.
Advanced Relationship Management: Expert-level ability to build trust and influence at the C-suite and executive levels.
Coaching & Mentorship: Passion for developing talent and helping team members navigate complex customer challenges.
Strategic Problem Solving: Anticipates market shifts and customer needs to proactively evolve the Customer Success model.
Data-Driven Decision Making: Uses complex data sets to drive account strategy and demonstrate ROI to partners.
Operational Change Management: Comfortable leading teams through fast-paced organizational growth and process changes.

Qualifications:

Experience: 5+ years of experience in customer success, account management, or healthcare leadership, with at least 1+ years in a formal people-management role.
Industry Knowledge: Deep understanding of health systems, health plans, or the pediatric mental health landscape.
Communication: Exceptional presentation and negotiation skills, with the ability to lead in high-stakes environments.
Project Management: Proven track record of managing multiple large-scale initiatives and leading cross-functional projects.
Technical Proficiency: Advanced skills in Google Workspace (Sheets, Slides), CRM tools (Salesforce, Asana) and data visualization tools (Tableau, Quicksight) to track team performance.
Travel: Willingness to travel (up to 30-40%) to support team members and visit key accounts.

"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.

By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form. This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."