Customer Success Implementation Manager

About Lyra Health

Lyra Health provides evidence-backed mental health support to millions of people worldwide through employer partnerships, health plans, and partner networks. The organization has delivered more than 15 million mental health care sessions, produced over 35 peer-reviewed studies, and demonstrated strong results in access, clinical effectiveness, and cost efficiency. Independent research has shown that Lyra’s care model helps people recover twice as fast and lowers overall healthcare claims costs by 26% each year. Its Lyra Empower platform combines high-quality care with AI-enabled technology in a fully integrated solution.

About the Role

Lyra Health is hiring a Customer Success Implementation Manager to own launches for new customers and act as the primary liaison for cross-functional communication, questions, and issue resolution during onboarding. This role suits someone who works well with others, communicates clearly, listens actively, stays organized, and can juggle several priorities at once. It also fits someone who enjoys turning unclear problems into practical solutions in a fast-moving environment.

What You'll Do

• Coordinate launch handoffs with Sales at contract signing and work with Customer Success Managers to ensure customers move smoothly into ongoing account management.
• Plan, carry out, and troubleshoot the technical work needed to get Lyra’s benefit live for clients.
• Build, maintain, and continuously improve launch-related tools, systems, and documentation.
• Work with Customer Success to monitor launch readiness, keep internal teams on schedule, and review launch outcomes.
• Act as the central contact for launch operations questions, communication, and issue escalation across teams.
• Partner with Payer and Data Integrations, Customer Success, and Marketing to uncover process improvements and refine launch workflows, tools, and systems.
• Lead client calls to keep launches on track and complete them on time.
• Support senior implementation team members in developing SOPs and repeatable processes that help the team scale.
• Help shape the implementation function as the business adds new lines, products, and more complex customer requirements by creating scalable practices and approaches.

What We're Looking For

• At least 5 years of experience in a fast-paced, high-growth environment, with background in Implementation, Operations, or Customer Success preferred.
• Hands-on experience in employer-sponsored health benefits.
• Strong verbal and written communication skills, with the ability to build trust quickly.
• Solid project management ability and experience working across teams while managing several projects at once.
• Comfort with creative problem-solving and innovation in a collaborative setting.
• Experience using Salesforce, Jira, and Asana is preferred.
• Strong interest in mental health and improving the healthcare system.

Compensation and Benefits

The annual base pay for this full-time Customer Success Implementation Manager II role is expected to fall between $106,000 and $146,000. Pay depends on role level and may vary based on skills, experience, qualifications, and location. The role may also qualify for discretionary bonuses.

• Medical, dental, vision, FSA/HSA, life insurance, and disability coverage
• Lyra coaching and therapy services for employees
• Company equity through discretionary restricted stock units
• Paid time off including vacation, sick leave, and company holidays
• Paid parental leave
• 401(k) plan with up to 3% company match
• Monthly technology allowance
• Well-being activities, celebrations, and surprise swag throughout the year

Equal Opportunity and Privacy

Lyra Health is an equal opportunity employer and does not discriminate based on race, color, religion, sex including pregnancy, national origin, age, disability, genetic information, or any other protected category.

By applying, you acknowledge that your personal information may be processed for recruitment and suitability assessment purposes in line with Lyra Health’s workforce privacy notice. The company may collect information such as your name, email address, gender identity, work history, and phone number, and may also collect sensitive information like race, ethnicity, and sexual orientation where permitted. Sharing sensitive information is optional and voluntary. In some regions, including California, you may request limits on how sensitive personal information is used. Outside the United States, you may have rights to access, copy, delete, restrict, object to, or correct your data, subject to applicable legal limits.

Lyra may use AI tools to assist with parts of the hiring process, such as screening applications, summarizing interviews, or reviewing responses, but human recruiters make final hiring decisions.

For more information about data processing and retention, refer to the company’s workforce privacy notice.