[Remote] Sr. Customer Success Manager II
Note: The job is a remote job and is open to candidates in USA. Lyra Health is a leading provider of evidence-based mental health care, serving millions globally. They are seeking a Senior Customer Success Manager who will engage with large employer partners to define and execute mental health strategies, lead data-driven conversations, and drive client success through strategic advisory and innovative solutions.
Responsibilities
- Serve as the primary relationship and strategy owner for large, multi-national employer partners (90,000+ lives)
- Advise and lead employer partners to define and execute against their mental health and wellbeing strategy
- Lead C-suite-level conversations and presentations to influence stakeholders using data-driven storytelling
- Develop and maintain account strategies
- Craft clear, succinct, and bespoke business reviews that demonstrate VOI and ROI
- Act as a strategic advisor to Lyra’s executive leadership, defining winning strategies for the organization's largest renewals
- Identify and proactively seize or mitigate emergent and long-term opportunities or risks in your portfolio
- Drive compelling and effective employee engagement strategies in collaboration with marketing
- Evaluate competing priorities, analyze trade-offs, and make clear, data-informed choices that drive client success
- Balance organizational, team, and customer priorities with thoughtful execution
- Collaborate internally with product, clinical, data science, legal, and other teams to effectively resolve customer requests and issues
- Align Lyra's product roadmap directly with the customer's macro-organizational goals, and champion new product offerings
- Manage your portfolio independently and proactively drive initiatives to completion
Skills
- 15+ years of experience in customer success, ideally in the area of HR, benefits, or healthcare with employers or other large groups
- Excellent verbal and written communication skills, including the ability to command a room with confidence when acting as a strategic advisor to executive leadership
- Ability to analyze large, multi-variable data sets to identify and frame actionable insights
- Ability to operate effectively in fast-paced or evolving environments and manage complex challenges to find solutions even when processes are not yet defined
- Ability to innovate and creatively solve problems in a highly collaborative manner
- Ability to collaborate effectively with cross-functional teams using strong project management skills
- Ability to champion the strategic and thoughtful use of AI to drive high-level decision-making, pilot complex workflows, and uncover macro-trends
- Ability to maintain a positive and productive mindset when facing complex client challenges or changing project scopes
- Ability to prioritize and balance multiple customers simultaneously
- A growth mindset
- A passion for mental health and changing the healthcare landscape
- Willingness to travel (10%)
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