Sr. Customer Success Manager - Major/Key Account

Lyra Health

1d

About The Position

Lyra Health is looking for a Customer Success Manager who is energized by engaging with customers, building relationships and 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, who is passionate about making a difference, comfortable with ambiguity, and is naturally collaborative.
Geography: Strong preference for candidates in Eastern or Central U.S. time zones.

Requirements

• 10+ years of experience in behavioral health account management, BH managed care, health plan operations, or employee benefits - with demonstrated exposure to complex, multi-stakeholder behavioral health program design
• Demonstrated success managing behavioral health benefit programs where multiple vendors owned different parts of the care continuum — for example, separate vendors managing outpatient, EAP, and higher levels of care
• Experience managing or coordinating across multiple vendors or partners within a single benefit program
• Experience managing enterprise customer relationships
• Demonstrated ability to craft compelling narratives using analytics and disparate data points.
• 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
• High ambiguity tolerance: energized rather than frustrated by novel configurations and first-of-kind challenges
• Willingness to travel (10%)

Responsibilities

• Serve as the primary Lyra relationship owner for assigned enterprise accounts, owning executive relationships across HR, benefits, clinical leadership, and health plan stakeholders
• Partner with marketing to develop and deliver engaging campaigns and workshops for your customers
• Collaborate internally with teams such as product, clinical, data science, legal, and others to effectively resolve customer requests and issues
• Produce and regularly communicate customer reports
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees