Sr. Customer Success Manager - Major/Key Account

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About Lyra Health

Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.

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%)

"We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.

By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra.  We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR.  Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives.  If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form.  This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."