Job Description

About the Role:

Lyra Health is looking for a Customer Success Manager who is energized by engaging with customers, building relationships, strategy and overall 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.

• Serve as the primary relationship owner for our Mid-Market segment employer customers (<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, data science, legal, and others 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

• 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 up to 5,000 employees
• 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
• Ability to prioritize and balance multiple customers
• 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
• Willingness to travel (20%)

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