Customer Success Implementation Manager
About The Position
Lyra Health is looking for a Customer Success Implementation Manager who will focus on implementing Lyra for new customers and will serve as the main point of contact for all cross-functional communications, questions, and issues related to launching a new customer. This role is a perfect fit for a natural collaborator who possesses strong communication and listening skills, is highly organized, and thrives on balancing multiple priorities. If you are passionate about making a difference, love breaking down ambiguous problems into concrete components, and want to think through optimal solutions in a high-growth environment, we want to hear from you!
Requirements
- 5+ years of work experience in a high-growth, fast-paced environment; experience in an Implementation, Operations, or Customer Success role preferred.
- Demonstrated experience in the employer-sponsored health benefits space.
- Excellent communication skills—both verbal and written, with an emphasis on quickly gaining trust.
- Strong project management skills and a demonstrated ability to work successfully on cross-functional teams while balancing multiple projects simultaneously.
- Ability to innovate and creatively solve problems in a highly collaborative manner.
- Experience with Salesforce, Jira and Asana preferred.
- Deep passion for mental health and changing the healthcare landscape.
Responsibilities
- Lead seamless client transitions by partnering with Sales for a highly informative onboarding hand-off at contract signature, and collaborating with Customer Success Managers to ensure a smooth transition to ongoing account management.
- Ensure launch readiness by managing, executing, and troubleshooting technical operations required to successfully launch Lyra’s benefit to clients.
- Create, maintain, and improve our tools, systems, and documentation related to launch technical operations and overall readiness.
- Partner with Customer Success to track overall launch readiness, drive internal teams to deadlines, and evaluate launch success.
- Serve as the main point of contact for all cross-functional communications, questions, and issues related to launch technical operations, and liaise cross-functionally to resolve issues.
- Collaborate with teams such as Payer and Data Integrations, Customer Success, and Marketing to identify process improvement opportunities and build and refine launch processes, tools, and systems.
- Lead customer-facing calls to successfully execute on-time launches.
- Support senior members of the implementation team in designing standard operating procedures (SOPs) and creating repeatable processes for new solutions to help the department scale.
- Lead the strategic evolution of the implementation function to accommodate new business lines, innovative product offerings, and complex, bespoke customer needs, establishing scalable processes and best practices for diverse implementation challenges.
Benefits
- Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances)
- Lyra for Lyrians; coaching and therapy services
- Equity in the company through discretionary restricted stock units
- Competitive time off with pay policies including vacation, sick days, and company holidays
- Paid parental leave
- 401K with up to 3% matching
- Monthly tech allowance
- well-being perks and activities
- surprise swag
- regular community celebration
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
