Customer Success Implementation Manager

About the Role:

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!

• Cross-Functional Orchestration: 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.
• Technical Launch Operations: Ensure launch readiness by managing, executing, and troubleshooting technical operations required to successfully launch Lyra’s benefit to clients.
• Systems Optimization: Create, maintain, and improve our tools, systems, and documentation related to launch technical operations and overall readiness.
• Launch Evaluation: Partner with Customer Success to track overall launch readiness, drive internal teams to deadlines, and evaluate launch success.
• Central Point of Contact: 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.
• Cross-Functional Collaboration: 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.
• Client Engagement: Lead customer-facing calls to successfully execute on-time launches.
• Process Scaling Support: 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.
• Bespoke Solutioning: 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.

• 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.