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Customer Success Manager - Mid-Market

Posted 1 day agoViewed

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💎 Seniority level: Manager, 5+ years

📍 Location: United States

🔍 Industry: Healthcare

⏳ Experience: 5+ years

🪄 Skills: Project ManagementHR ManagementCross-functional Team LeadershipCommunication SkillsCustomer serviceRelationship buildingAccount ManagementStakeholder managementCustomer Success

Requirements:
  • 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 5,000 employees
  • 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
  • Strong relationship building skills; proven experience working with and influencing key decision makers (including executive level) and balancing the needs of internal and external stakeholders
  • Intellectual curiosity and self-awareness to identify knowledge gaps or development areas; ability to apply learnings and adapt to new situations
  • Ability to thrive in a fast environment - take initiative, prioritize, problem solve, and deliver
  • Willingness to travel (20%)
Responsibilities:
  • Serve as the primary relationship owner for our Mid-Market segment employer customers (<5,000 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
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