Customer Success Manager

Lyra Health-posted 3 months ago
$85,000 - $130,000/Yr
Full-time • Mid Level
1,001-5,000 employees
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Lyra Health is looking for a Customer Success Manager who is energized by engaging with customers, building relationships, strategy and overall delivering results. You should be highly organized, detail-oriented, and resourceful. This role will be a great fit for you if you are a doer; you are passionate about making a difference, comfortable with ambiguity, and are naturally collaborative. This role can be carried out from our Burlingame, CA headquarters, hybrid, or fully remote/virtually. Remote candidates must be physically located within the United States.

  • Serve as the primary relationship owner for our Mid-Market segment employer customers (<5,000 lives), maintaining regular contact with the customers’ benefits team members and other key stakeholders
  • Partner with marketing to develop and deliver engaging campaigns and workshops for your customers
  • Produce and regularly communicate customer reports
  • Collaborate internally with teams such as product, clinical, data science, legal, and others to effectively resolve customer requests and issues
  • Contribute to product roadmap planning, providing an important customer and patient voice, and champion new product offerings with your customers
  • Leave customers feeling supported and delighted after every interaction, such that they renew with Lyra each year
  • 5+ years experience in customer success/ or a related field, ideally in the area of HR / Benefits / Healthcare with employers or other large groups
  • Experience with customers with a headcount of up to 5,000 employees
  • Excellent communication skills-both verbal and written, with an emphasis on quickly gaining trust
  • Ability to innovate and creatively solve problems in a highly collaborative manner
  • Strong project management skills and a demonstrated ability to work successfully on cross-functional teams
  • Ability to prioritize and balance multiple customers
  • Strong relationship building skills; proven experience working with and influencing key decision makers (including executive level) and balancing the needs of internal and external stakeholders
  • Intellectual curiosity and self-awareness to identify knowledge gaps or development areas; ability to apply learnings and adapt to new situations
  • Ability to thrive in a fast environment - take initiative, prioritize, problem solve, and deliver
  • Willingness to travel (20%)
  • 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 retirement benefits
  • Monthly tech allowance
  • Well-being perks and activities, surprise swag, free food, regular community celebration
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