Customer Success Manager (SMB)

Job Description

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; 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.
Responsibilities

Serve as the primary relationship owner for our Mid-Market segment employer customers (<1,000 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

Qualifications

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 1,000 employees
Passion for mental health and changing the healthcare landscape
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
Willingness to travel (10%)

Diversity & Inclusion

Diversity, equity, inclusion, and belonging (DEIB) at Lyra is essential to the way we deliver culturally responsive care, build and manage our provider network, and support holistic efforts to strengthen DEIB in workplaces around the world—including our own.
People come to Lyra with a range of needs, backgrounds, and abilities that influence their response to mental health support. Our diverse network of providers delivers comprehensive mental health treatment and support rooted in culturally responsive care, a multicultural approach that accounts for the impact of cultural backgrounds on each person’s care experience.

As a full-time Customer Success Manager I, you will be employed by Lyra Health, Inc. The anticipated annual base salary range for this full-time position is $85,000 – $130,000. The base range is determined by role and level, and placement within the range will depend on a number of job-related factors, including but not limited to your skills, qualifications, experience and location.