Customer Success Manager

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

📋 Description

• Act as the primary relationship manager for mid-market employer clients with employee counts between 1,000 and 5,000.

• Collaborate with customer benefit teams and key stakeholders.

• Oversee renewals and work alongside Account Executives to uncover opportunities for expansion.

• Assist clients in achieving their utilization objectives through value-oriented, data-driven business reviews (QBRs/ABRs) and ongoing meetings.

• Proactively monitor account health to detect potential churn or operational risks through effective reporting.

• Utilize AI and contemporary technology tools to enhance workflows, streamline execution, and mentor colleagues on process enhancements.

• Engage in cross-functional collaboration with product, clinical, data science, and legal teams to address issues.

• Gain expertise in Lyra product offerings to advocate for new features and boost customer adoption.

• Collaborate with marketing to execute communication campaigns and workshops.

• Reassess priorities in response to departmental changes or shifting workflows.

⛳️ Requirements

• A minimum of 5 years of experience in customer success or a related area, preferably within HR, employee benefits, or healthcare.

• Proven experience managing employer accounts with employee counts in the 1,000-5,000 range (or equivalent mid-market complexity).

• Demonstrated ability to perform effectively in fast-paced settings and handle ambiguity independently.

• Strong commercial insight with direct experience in managing renewals and driving customer utilization metrics.

• Exceptional verbal and written communication skills, with a proven ability to build trust quickly and utilize data storytelling to influence stakeholders.

• Proficient in leveraging AI and software tools to automate tasks, enhance workflows, and boost operational efficiency.

• Strong project management abilities and a successful track record of collaborating across cross-functional teams.

• A growth mindset paired with a passion for mental health and transforming the healthcare landscape.

• Willingness to travel up to 10%.

🏝️ Benefits

• Comprehensive healthcare benefits including medical, dental, vision, FSA/HSA, life, and disability insurance.

• Lyra for Lyrians; access to coaching and therapy services.

• Equity in the company through discretionary restricted stock units.

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

• Paid parental leave.

• 401K plan with up to 3% matching.

• Monthly technology allowance.

• Well-being perks and activities.

• Surprise swag.

• Regular community celebrations.

• Discretionary bonuses may be available.