Customer Success Manager - SMB
United States
Go-To-Market – Customer Success /
Full-time /
Remote
About Lyra Health
Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, 17 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.
About the Role
Lyra Health is looking for a Customer Success Manager who is energized by engaging with customers, building relationships and delivering results.
You should be highly organized, detail-oriented, and resourceful. This role will be a great fit for you if you are a doer; you are passionate about making a difference, comfortable with ambiguity, and are naturally collaborative.
This role can be carried out from our Burlingame, CA headquarters, hybrid, or fully remote/virtually. Remote candidates must be physically located within the United States.
Responsibilities:
- Serve as the primary relationship owner for our Mid-Market segment employer customers (<1,000 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:
- 5+ years experience in customer success/ or a related field, ideally in the area of HR / Benefits / Healthcare with employers or other large groups
- Experience with customers with a headcount of up to 1,000 employees
- 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. Learn more at https://www.lyrahealth.com/diversity-equity-inclusion-belonging/
$85,000 - $130,000 a year
As a full-time Customer Success Manager I, you will be employed by Lyra Health, Inc. The anticipated annual base salary range for this full-time position is $85,000 - $130,000. The base range is determined by role and level, and placement within the range will depend on a number of job-related factors, including but not limited to your skills, qualifications, experience and location.
At Lyra, base salary is only one aspect of an employee’s total compensation package, which additionally may include discretionary restricted stock unit awards, comprehensive healthcare coverage, retirement benefits, and time off with pay. This role may be eligible for discretionary bonuses.
We also offer generous benefits that include:
-Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances)
-Lyra for Lyrians; coaching and therapy services
-Equity in the company through discretionary restricted stock units
-Competitive time off with pay policies including vacation, sick days, and company holidays
-Paid parental leave
-401K retirement benefits
-Monthly tech stipend
-We like to spread joy throughout the year with well-being perks and activities, surprise swag, regular community celebrations…and more!
We can’t wait to meet you.
"We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.
By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form. This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."
