Senior Customer Success Manager II

About Lyra Health

Lyra Health is a top provider of evidence-based mental health solutions, supporting over 20 million individuals globally through partnerships with employers, and reaching more than 100 million via health plans and partners. With over 15 million therapy sessions delivered and more than 35 peer-reviewed publications, Lyra demonstrates outstanding outcomes in accessibility, clinical impact, and cost savings. Research indicates Lyra’s innovative care model doubles recovery speed and cuts annual healthcare claim expenses by 26%. The company leads innovation with Lyra Empower, an AI-driven platform offering integrated, high-quality mental health care and technology.

Role Overview

The Senior Customer Success Manager will drive ongoing engagement with major multinational clients, spearheading strategic partnerships to enhance mental health initiatives. This individual will blend strategic acumen, data expertise, and a passion for technology to support client success and organizational goals.

Key Responsibilities

• Own and nurture relationships with large global employer clients serving 90,000+ covered lives.
• Guide clients in crafting and implementing comprehensive mental health and wellness strategies.
• Conduct influential presentations and discussions with C-suite executives leveraging compelling data storytelling.
• Create and sustain detailed account strategies aligned with business objectives.
• Develop customized business reviews showcasing value and return on investment.
• Advise executive leadership on strategies for major contract renewals.
• Monitor and address emerging opportunities and risks within the client portfolio proactively.
• Collaborate with marketing to design impactful employee engagement campaigns.
• Evaluate priorities, analyze trade-offs, and make informed decisions that promote client achievement.
• Execute projects while balancing company, team, and client needs thoughtfully.
• Work cross-functionally with clinical, product, data science, legal, and other departments to resolve client issues effectively.
• Align product development with client organizational objectives and advocate for new offerings.
• Independently manage client portfolios and drive initiatives to completion.

Qualifications

• Minimum 15 years’ experience in customer success, preferably within HR, benefits, or healthcare sectors serving large employer groups.
• Exceptional communication skills with confidence in advising senior executives.
• Proficiency in analyzing complex datasets to extract actionable insights.
• Ability to thrive in dynamic, fast-changing environments and devise solutions amid uncertainty.
• Innovative problem-solving aptitude with a collaborative mindset.
• Strong project management and teamwork skills across multidisciplinary teams.
• Experience championing AI-driven tools to enhance decision-making and uncover trends.
• Capable of maintaining positivity and productivity despite challenging scenarios or shifting scopes.
• Skilled in managing multiple high-profile client relationships concurrently.
• Demonstrates a growth-oriented attitude and a passionate commitment to transforming mental health care.
• Willing to travel up to 10% of time.

Additional Information

Lyra Health is an equal opportunity employer committed to non-discrimination across all legally protected categories. Applicants should expect their personal data to be processed for recruitment purposes in compliance with applicable privacy laws, including CPRA and GDPR, with optional provision of sensitive demographic data to aid diversity initiatives. The use of AI tools assists in recruitment but final hiring decisions are human-led.

Compensation and Benefits

The annual salary for this full-time position ranges from $134,000 to $184,000, reflecting candidate experience, skills, and location. Discretionary bonuses may be available. Comprehensive benefits include medical, dental, and vision insurance; mental health services; equity grants via restricted stock units; competitive paid leave policies including parental leave; 401(k) with matching contributions; monthly technology allowances; and various wellness activities and perks.