Customer Success Manager II

About Lyra Health

Lyra Health is a leading mental health care provider focused on evidence-based support. Through partnerships with employers, health plans, and other partners, the company reaches more than 20 million people worldwide and more than 100 million through health plan and partner relationships. It has delivered over 15 million mental health sessions and published more than 35 peer-reviewed studies. Research indicates that Lyra’s care model helps people recover twice as quickly and contributes to a 26% yearly reduction in overall healthcare claims costs. Lyra is advancing access to meaningful mental health care through Lyra Empower, its fully integrated AI-powered platform that combines high-quality care with technology solutions.

About the Role

This position is suited to someone who enjoys customer engagement, relationship building, and driving measurable outcomes. The ideal candidate is organized, detail-focused, adaptable, and able to work well in uncertain situations. A collaborative mindset and a proactive, hands-on approach are important for success in this role.

Responsibilities

• Act as the main point of contact for strategic employer accounts with 3,000 to 10,000 covered lives, and maintain consistent communication with benefits teams and other important stakeholders.
• Work with the marketing team to design and run customer campaigns and workshops that are engaging and useful.
• Create customer reports and share updates on a regular basis.
• Partner across teams including product, clinical, data science, legal, and others to resolve customer questions and issues efficiently.
• Bring customer and patient perspectives into product roadmap discussions and help introduce new offerings to customers.
• Ensure customers feel supported, valued, and satisfied after each interaction so they continue renewing with Lyra each year.

Requirements

• At least 8 years of experience in customer success or a closely related function, preferably in HR, benefits, or healthcare, working with employers or large organizations.
• Experience managing customers or accounts with 3,000 to 10,000 employees.
• Strong commitment to mental health and interest in improving the healthcare system.
• Excellent verbal and written communication skills, with the ability to build trust quickly.
• Ability to think creatively, solve problems effectively, and work closely with others.
• Strong project management capabilities and experience working on cross-functional initiatives.
• Skill in managing priorities across multiple customers at the same time.
• Willingness to travel about 10% of the time.

Additional Information

Lyra Health is committed to equal employment opportunities and does not discriminate on the basis of race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, or any other protected category.

By submitting an application, you acknowledge that your personal information will be processed in line with Lyra Health’s Workforce Privacy Notice. During recruitment, information such as your name, email address, gender identity, employment history, and phone number may be collected to evaluate your qualifications, skills, interests, and fit for the role. Optional sensitive data, including race, ethnicity, and sexual orientation, may also be collected for diversity and inclusion purposes, where permitted. California residents can limit the use of sensitive personal information using the designated form. Outside the United States, individuals may have rights to access, copy, delete, object to, restrict, or correct personal information, subject to legal limits. For privacy requests outside the United States, contact globaldpo@lyrahealth.com.

Lyra may use AI tools during hiring to help review applications, analyze resumes, summarize interviews, or assess responses. These tools support the recruiting team but do not replace human judgment, and final hiring decisions are made by people.