Sr. Customer Success Manager - Major/Key Account
- Lyra Health
- Remote USA
Job Description
About the Role
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.
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
Qualifications
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%)
