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Customer Success Manager II - Mid-Market

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

United States

Offer summary

Qualifications:

5+ years experience in customer success or related field., Experience with HR/Benefits/Healthcare employers., Strong relationship building skills., Project management skills and adaptability..

Key responsabilities:

Serve as primary relationship owner for Mid-Market customers.
Produce and communicate customer reports.

Lyra Health SME http://www.lyrahealth.com/

501 - 1000 Employees

See all jobs

Job description

About Lyra Health

Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, 17 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

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; 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 (1,000-5,000 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, analytics, customer marketing, legal, and other XFN teams 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 1,000-5,000 employees

Strong relationship building skills; proven experience working with and influencing key decision makers (including executive level) and balancing the needs of internal and external stakeholders

Intellectual curiosity and self-awareness to identify knowledge gaps or development areas; ability to apply learnings and adapt to new situations

Ability to thrive in a fast environment - take initiative, prioritize, problem solve, and deliver consistently high quality work amidst ambiguity and with limited oversight

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. Learn more at https://www.lyrahealth.com/diversity-equity-inclusion-belonging/

"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."