Customer Success Implementation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide smooth client transitions by collaborating with Sales for an informative onboarding hand-off at the time of contract signing, and working alongside Customer Success Managers to ensure a seamless shift to ongoing account management.

• Achieve launch readiness by overseeing, executing, and resolving technical operations necessary for the successful introduction of Lyra’s benefits to clients.

• Develop, sustain, and enhance our tools, systems, and documentation linked to launch technical operations and overall readiness.

• Collaborate with Customer Success to monitor overall launch preparedness, propel internal teams towards deadlines, and assess launch effectiveness.

• Act as the primary contact for all cross-functional communications, inquiries, and issues related to launch technical operations, and coordinate across departments to resolve challenges.

• Partner with teams such as Payer and Data Integrations, Customer Success, and Marketing to pinpoint opportunities for process improvements and to construct and refine launch processes, tools, and systems.

• Conduct customer-facing calls to ensure timely and successful launches.

• Assist senior members of the implementation team in formulating standard operating procedures (SOPs) and establishing repeatable processes for new solutions to facilitate departmental scaling.

• Spearhead the strategic advancement of the implementation function to support new business lines, innovative product offerings, and complex, tailored customer requirements, establishing scalable processes and best practices for various implementation challenges.

⛳️ Requirements

• Over 5 years of professional experience in a rapidly growing, dynamic environment; prior experience in an Implementation, Operations, or Customer Success role is preferred.

• Proven experience in the employer-sponsored health benefits sector.

• Exceptional communication skills—both verbal and written—with a focus on quickly building trust.

• Strong project management abilities and a proven track record of successfully collaborating on cross-functional teams while managing multiple projects at once.

• Capacity to innovate and creatively address challenges in a highly collaborative environment.

• Familiarity with Salesforce, Jira, and Asana is a plus.

• Deep commitment to mental health and transforming the healthcare landscape.

🏝️ Benefits

• Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life, and disability insurances)

• Lyra for Lyrians; access to coaching and therapy services

• Equity in the company through discretionary restricted stock units

• Competitive paid time off policies, including vacation, sick days, and company holidays

• Paid parental leave

• 401K with up to 3% matching

• Monthly technology allowance

• Well-being perks and activities, surprise swag, regular community celebrations…and more!