Senior Group Manager, Customer Success
New
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Lyra HealthMental health care
Listing location: United States; Workplace type: RemoteFull-TimeManager
SalaryThe anticipated annual base salary range for this full-time position is $134,000 to $184,000. This role may also be eligible for discretionary bonuses.
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Job Details
- Experience
- 10+ years of work experience in a high-growth, fast-paced environment; 5+ years of management experience
- Required Skills
- SalesforceTableauTeam managementCustomer SuccessRisk Management
Requirements
- 10+ years of work experience in a high-growth, fast-paced environment.
- 5+ years of management experience.
- Experience in the employer-sponsored health benefits space is required.
- Experience leading Customer Success or similar teams is preferred.
- Experience with Salesforce and Tableau.
- Gainsight experience is a plus.
- Ability to organize and manage multiple company initiatives.
- Ability to positively influence peers.
- Strong verbal and written listening and communication skills, including the ability to build trust and relationships at all organizational levels and communicate effectively with senior management.
- Passion for mental health and changing the healthcare landscape.
Responsibilities
- Hire, develop, and retain a high-performing team of Customer Success Managers.
- Partner with the Customer Success Director to monitor team performance, optimize procedures, and identify training and enablement needs.
- Coach Customer Success Managers to improve member engagement, customer retention, revenue growth, and value actualization through strategic reporting.
- Drive accountability for renewal rates, customer retention, net-new revenue expansion, and customer satisfaction KPIs.
- Report on team achievements and identify business risks or macroeconomic trends affecting results.
- Lead risk management across assigned segments, addressing talent, relationship, and revenue risks through cross-functional reviews and account meetings.
- Oversee monthly revenue forecasting and deploy strategies to mitigate financial risks and support underperforming accounts.
- Manage executive-level client engagement and high-visibility clinical or operational escalations alongside the team.
- Represent Customer Success in late-stage prospect finalist meetings and strategic internal deal reviews.
- Collaborate with Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation, and manage customer relationships as needed.
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