Customer Success Manager I

Role Overview

Lyra Health seeks a Customer Success Manager who thrives on interacting with customers, developing strong relationships, and driving impactful outcomes. The ideal candidate is highly organized, detail-focused, resourceful, proactive, and thrives in a collaborative and dynamic environment.

Key Responsibilities

• Act as the main point of contact for SMB employer accounts with 500 to 1,500 employees, working closely with benefit teams and critical stakeholders.
• Lead contract renewals and collaborate with Account Executives to pinpoint and pursue opportunities for customer growth, ensuring ongoing satisfaction and retention.
• Support client utilization objectives by conducting value-driven, data-informed quarterly and annual business reviews.
• Proactively monitor account health to detect risks of churn or operational challenges through effective reporting mechanisms.
• Utilize artificial intelligence and advanced technological tools to streamline workflows, enhance daily operations, and mentor colleagues on process improvements.
• Partner cross-functionally with product, clinical, data science, and legal teams to address issues and maintain a cohesive approach.
• Develop expertise across multiple Lyra product suites to advocate for features and boost customer adoption.
• Work alongside marketing teams to create engaging communication strategies and conduct workshops for customers.
• Continuously reassess work priorities to stay focused amid organizational changes and evolving work processes.

Experience and Qualifications

• Over five years’ experience in customer success or a comparable domain, preferably within HR, employee benefits, or healthcare sectors.
• Experience managing employer accounts sized between 500 and 1,500 employees or similar mid-market complexity environments.
• Proven ability to operate effectively in high-tempo settings, managing ambiguity independently.
• Strong commercial insight with direct hands-on experience handling renewals and improving customer usage metrics.
• Exceptional communication skills, both verbal and written, adept at quickly building trust and using data-driven narratives to influence key stakeholders.
• Proficiency leveraging AI and software tools to automate routine tasks, optimize operations, and increase efficiency.
• Excellent project management capabilities combined with successful cross-team collaboration skills.
• A growth-oriented mindset and passion for mental health and healthcare innovation.
• Willingness to travel for approximately 10% of working time.

Additional Information

Artificial Intelligence may be used to aid in parts of the recruitment process, including resume analysis and interview summarization, but final hiring decisions involve human judgment.

Salary and Benefits

The annual base salary for this full-time role is anticipated to range from $85,000 to $117,000, with placement dependent on qualifications, experience, and location. Discretionary bonuses may also be available.

• Comprehensive medical, dental, vision, FSA/HSA, life, and disability insurance coverage.
• Access to Lyra’s coaching and therapy services.
• Equity opportunities via discretionary restricted stock units.
• Competitive paid time off including vacation, sick leave, and holidays.
• Paid parental leave programs.
• 401(k) plan with up to 3% company matching contributions.
• Monthly technology stipend.
• Year-round wellness perks, surprise gifts, and community celebrations to foster employee joy and engagement.