Manager, Customer Success

About Lyra Health

Lyra Health delivers evidence-backed mental health care and supports millions of people worldwide through employer, health plan, and partner networks. The organization has completed millions of care sessions, published extensive peer-reviewed research, and reports strong outcomes in access, clinical impact, and cost savings. Its Lyra Empower platform combines care delivery and AI-enabled technology in a single integrated system.

About the Role

This position calls for a highly strategic and performance-focused leader who is energized by mental health and by building strong teams. As Manager, Customer Success, you will guide a team of Customer Success Associates so they can provide excellent support and create measurable value for clients. You will own the health and retention of the customer portfolio, shape engagement strategy, and help drive referral growth. The role suits someone who enjoys coaching others while also maintaining direct relationships with senior stakeholders.

Key Responsibilities

• Lead, coach, and develop Customer Success Associates, supporting their growth in relationship management, account planning, and career development.
• Set and oversee retention and success plans for a portfolio of health systems, health plans, and referral partners, with accountability for strong performance against targets.
• Act as the escalation contact and maintain trusted relationships with executive leaders at partner organizations.
• Work closely with Product, Clinical, Data Science, and Legal partners so customer feedback shapes product direction and operational improvements.
• Improve reporting, client communication templates, and project management processes to help the team work more efficiently.
• Partner with Marketing on large campaigns and workshops designed to increase patient engagement across accounts.
• Review and act on team metrics with Performance Management and Sales Operations, including referral volume, health scores, conversion rates, and upsell results.
• Support finalist meetings and key prospect discussions by serving as a subject matter expert on partnership strategy, implementation, operations, reporting, and long-term account management.
• Communicate clinical outcomes, behavioral health value, and care-delivery impact to healthcare stakeholders while working in regulated environments.

Core Strengths Needed

• Ability to set direction, build momentum, and lead a team toward ambitious goals.
• Strong executive-level relationship building and influence skills.
• Confidence in coaching and mentoring talent through complex client situations.
• Forward-looking problem solving that adapts the customer success model to changing needs.
• Comfort using data to guide account strategy and show return on investment.
• Experience leading through growth, process changes, and operational transformation.

Qualifications

• At least 5 years of experience in customer success, account management, or healthcare leadership, including 1 or more years in a formal people-management role.
• Strong knowledge of health systems, health plans, or pediatric mental health.
• Excellent presentation and negotiation abilities, especially in high-pressure settings.
• Proven ability to manage several large initiatives at once and lead cross-functional work.
• Advanced proficiency with Google Workspace, Salesforce, Asana, Tableau, and Quicksight.
• Willingness to travel up to 30% to 40% for team support and account visits.

Equal Opportunity and Privacy Notice

Lyra Health is an equal opportunity employer and makes employment decisions without regard to protected characteristics under applicable law.

By submitting an application, you agree that your information may be processed for recruitment and suitability review in line with the company’s workforce privacy notice. This may include contact details, employment information, and other application data, and may also include optional sensitive information such as race, ethnicity, or sexual orientation where permitted and voluntarily provided for diversity and inclusion purposes. California residents may request limits on the use of sensitive personal information. Outside the United States, you may have rights to access, copy, delete, object to, restrict, or correct your personal data, subject to legal limits. For privacy requests outside the United States, contact globaldpo@lyrahealth.com.

The company may use AI tools to support parts of the hiring process, including resume review, application analysis, interview summarization, or response assessment. These tools assist the recruitment team, but human reviewers make the final hiring decision.

Compensation and Benefits

The estimated annual base salary for this full-time position is $106,000 to $146,000, depending on role level, skills, qualifications, experience, and location. The role may also qualify for discretionary bonuses.

Additional benefits include comprehensive medical, dental, vision, FSA/HSA, life, and disability coverage; Lyra coaching and therapy services; equity through discretionary restricted stock units; paid vacation, sick leave, and company holidays; paid parental leave; 401(k) with up to 3% company match; monthly tech allowance; and well-being perks, community celebrations, and surprise swag throughout the year.

Employment Details

This is a full-time position based in the United States and requires onsite work. No internship duration applies.