Senior Customer Success Manager

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

📋 Description

• Act as the main point of contact for Major/Key segment employer clients (30,000+ lives), ensuring consistent communication with benefits team members and other crucial stakeholders.

• Collaborate with the marketing team to create and execute engaging campaigns and workshops for clients.

• Generate and regularly share customer performance reports.

• Work together with product, clinical, data science, legal, and other internal teams to address customer inquiries and issues.

• Participate in product roadmap planning by representing the voice of customers and patients, while advocating for new product offerings with clients.

• Ensure customers feel valued and satisfied after every interaction, encouraging them to renew their partnership with Lyra annually.

• Act as a strategic leader for a tailored portfolio of the largest and most intricate global clients.

• Collaborate with senior benefits executives and external benefits consultants to influence global workforce mental health strategy.

• Utilize contemporary technology and data tools to increase impact, minimize uncertainty, and provide a seamless experience for strategic partners.

⛳️ Requirements

• 8+ years of experience in implementation and/or customer success, preferably in HR / Benefits / Healthcare with employers or other large organizations.

• A strong commitment to mental health and transforming the healthcare landscape.

• Exceptional verbal and written communication abilities, with a focus on quickly establishing trust.

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

• Solid project management skills with a proven track record of successfully working in cross-functional teams.

• Ability to prioritize and manage multiple clients effectively.

• Openness to travel (10%).

🏝️ 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 that encompass 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.