Senior Customer Success Manager

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

📋 Description

• Act as the main relationship and strategic lead for large, multi-national employer partners (90,000+ lives).

• Guide and assist employer partners in formulating and implementing their mental health and wellbeing strategies.

• Conduct high-level discussions and presentations with C-suite executives to influence stakeholders through data-driven narratives.

• Develop and uphold account strategies.

• Create clear, concise, and tailored business reviews that illustrate Value on Investment (VOI) and Return on Investment (ROI).

• Serve as a strategic consultant to Lyra’s executive leadership, establishing winning strategies for the organization’s largest renewals.

• Identify and proactively address emerging and long-term opportunities or risks within your portfolio.

• Lead engaging and effective employee engagement strategies in partnership with marketing.

• Assess competing priorities, analyze trade-offs, and make informed, data-driven decisions that foster client success.

• Balance organizational, team, and customer priorities with careful execution.

• Collaborate internally with product, clinical, data science, legal, and other teams to efficiently address customer requests and issues.

• Align Lyra's product roadmap with the customer's overarching organizational goals and advocate for new product offerings.

• Independently manage your portfolio and proactively drive initiatives to completion.

⛳️ Requirements

• Over 15 years of experience in customer success, preferably in HR, benefits, or healthcare with employers or other large groups.

• Exceptional verbal and written communication abilities, including the skill to command a room confidently while acting as a strategic advisor to executive leadership.

• Proficient in analyzing large, multi-variable data sets to recognize and articulate actionable insights.

• Capable of functioning effectively in fast-paced or dynamic environments and managing complex challenges to devise solutions, even when processes are not yet established.

• Skilled in innovating and creatively solving problems collaboratively.

• Ability to work effectively with cross-functional teams utilizing strong project management skills.

• Proficient in advocating for the strategic and thoughtful application of AI to enhance high-level decision-making, pilot complex workflows, and reveal macro-trends.

• Able to maintain a positive and productive attitude when confronted with complex client challenges or shifting project scopes.

• Capable of prioritizing and managing multiple customers concurrently.

• Possess a growth mindset.

• Demonstrate a passion for mental health and transforming the healthcare landscape.

• Willingness to travel (10%).

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and growth.

• Flexible working arrangements.

• Collaborative and inclusive company culture.