What are the responsibilities and job description for the Sr. Customer Success Manager - Major/Key Account position at Lyra Health?
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.
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
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%)
Annual salary is only one part of an employee’s total compensation package at Lyra. We also offer generous benefits that include:
- 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 retirement benefits
- Monthly tech allowance
- We like to spread joy throughout the year with well-being perks and activities, surprise swag, regular community celebration…and more!
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, summarizing interviews, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Salary : $119,000 - $164,000