Customer Success Manager I

About Lyra Health

Lyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million through health plan and partner relationships. The company has delivered more than 15 million sessions of mental health care, published more than 35 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness, and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.

Responsibilities

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Serve as the primary relationship owner for MM employer customers (1,000-5,000 lives), partnering closely with customer benefit teams and key stakeholders.

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Manage renewals and partner with Account Executives to identify expansion opportunities, ensuring customers feel supported and delighted, and are retained year over year.

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Support customers’ utilization goals through value-driven, data-led business reviews (QBRs/ABRs) and ongoing meetings.

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Monitor account health proactively to identify churn or operational risks through efficient reporting.

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Leverage AI and modern technology tools to scale workflows, optimize day-to-day execution, and guide peers on process improvements.

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Collaborate cross-functionally with product, clinical, data science, and legal teams to resolve issues and present a unified front.

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Master multiple Lyra product offerings to effectively champion new features and maximize customer adoption.

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Partner with marketing to deliver engaging communication campaigns and workshops for your customers.

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Proactively re-evaluate day-to-day priorities to maintain focus during departmental shifts or evolving workflows.

Qualifications

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5+ years of experience in customer success or a related field, ideally within HR, employee benefits, or healthcare.

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Experience managing employer accounts with headcounts within the 1,000-5,000 range (or similar mid-market complexity).

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Demonstrated ability to operate effectively in fast-paced environments and navigate ambiguity with autonomy.

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Strong commercial acumen with direct experience managing renewals and driving customer utilization metrics.

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Excellent verbal and written communication skills, with a track record of gaining trust quickly and using data storytelling to influence stakeholders.

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Ability to leverage AI and software tools to automate tasks, optimize workflows, and drive operational efficiency.

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Strong project management skills and the ability to collaborate successfully across cross-functional teams.

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A growth mindset and a passion for mental health and changing the healthcare landscape.

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Willingness to travel (10%).

"We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.

By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra.  We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR.  Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives.  If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form.  This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact [email protected]. For more information about how we use and retain your information, please see our Workforce Privacy Notice."