Note: The job is a remote job and is open to candidates in USA. Lyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally. The Senior Group Manager, Customer Success will lead a team, engage with customers, and drive performance metrics to enhance customer satisfaction and retention.
Responsibilities
- Hire, develop, and retain a team of high-performing Customer Success Managers while ensuring operational consistency across customer tiers and segments
- Partner with the Customer Success Director to monitor team performance, optimize operational procedures, and elevate training or enablement needs
- Coach Customer Success Managers to maximize member engagement, customer retention, revenue growth, and value actualization through strategic reporting
- Drive team accountability for core department KPIs, including renewal rates, customer retention, net-new revenue expansion, and customer satisfaction
- Provide consolidated reporting on team achievements, identifying business risks or macroeconomic trends blocking desired results
- Lead risk management strategies across assigned segments to address talent, relationship, and revenue risks through cross-functional reviews and account meetings
- Oversee monthly revenue forecasting, ensuring strategies are deployed to mitigate financial risks and support underperforming accounts
- Manage executive-level client engagement and high-visibility clinical or operational escalations alongside your team
- Represent the Customer Success department in late-stage prospect finalist meetings and strategic internal deal reviews
- Collaborate closely with cross-functional partners across Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation to ensure the voice of the customer is reflected across all business units
- Manage customer relationships as needed
Skills
- 10+ years of work experience in a high-growth, fast-paced environment
- 5+ years of management experience
- Experience in employer-sponsored health benefits space required
- Ability to effectively organize and manage multiple company initiatives and proven ability to positively influence peers
- Excellent listening and communication skills both verbal and written, with an emphasis on quickly gaining trust; can build relationships at all organizational levels both externally and internally
- Ability to communicate effectively with senior management
- Experience with tools such as Salesforce and Tableau
- Passion for mental health and changing the healthcare landscape
- Experience leading Customer Success or similar teams is preferred
- Experience with Gainsight is a plus
Benefits
- Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances)
- Lyra for Lyrians; coaching and therapy services
- Equity in the company through discretionary restricted stock units
- Competitive time off with pay policies including vacation, sick days, and company holidays
- Paid parental leave
- 401K with up to 3% matching
- Monthly tech allowance
- We like to spread joy throughout the year with well-being perks and activities, surprise swag, regular community celebration…and more!
Company Overview