Sr Customer Success Manager Major Key Account (Remote)

Responsibilities:

• Serve as the primary relationship owner for our Major/Key segment employer customers (30,000+ 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

Qualifications:

• 8+ years experience in implementation and/or customer success, ideally in the area of HR / Benefits / Healthcare with employers or other large groups
• Experience managing relationships with customers with an employee headcount at or above 30,000
• Passion for mental health and changing the healthcare landscape
• 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
• 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.

• Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances)
• Lyra’s benefits package includes gender-affirming surgery
• Lyra for Lyrians; coaching and therapy services for you and your eligible dependents
• Equity in the company through discretionary restricted stock units
• Competitive time off with pay policies including vacation, sick days, and company holidays
• Paid Parental Bonding Leave for birthing and non-birthing parents
• 401k and retirement benefits
• Employee Well-being Program with additional perks: Fertility and Family Building, and Maternity program, Employer discount marketplace, Pet insurance, Financial planning tools, UberEats stipend, Legal services, Monthly technology stipend
• We spread joy throughout the year with perks and activities, surprise swag, regular community celebrations and more!