Customer Success Manager I
New
L
Lyra HealthMental health care
Listing location: United States; Workplace type: RemoteFull-TimeManager
Salary$85,000 - $117,000 a year; anticipated annual base salary range for this full-time position is $85,000 to $117,000. This role may also be eligible for discretionary bonuses.
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Job Details
- Experience
- 5+ years of experience in customer success or a related field
- Required Skills
- Project ManagementCustomer SuccessAccount ManagementCross-functional collaboration
Requirements
- Have 5+ years of experience in customer success or a related field.
- Ideally bring experience in HR, employee benefits, or healthcare.
- Have experience managing employer accounts with 1,000–5,000 employees or similar mid-market complexity.
- Demonstrate experience managing renewals and driving customer utilization metrics.
- Bring strong commercial acumen.
- Use data storytelling to influence stakeholders and build trust.
- Have strong verbal and written communication skills.
- Be able to use AI and software tools to automate tasks, optimize workflows, and improve operational efficiency.
- Have strong project management skills and the ability to collaborate across cross-functional teams.
- Be able to operate autonomously in fast-paced environments and navigate ambiguity.
- Be willing to travel 10%.
Responsibilities
- Serve as the primary relationship owner for mid-market employer customers with 1,000–5,000 lives, partnering with customer benefit teams and key stakeholders.
- Manage renewals and partner with Account Executives to identify expansion opportunities and support year-over-year customer retention.
- Support customer utilization goals through data-led business reviews, including QBRs and ABRs, and ongoing meetings.
- Monitor account health and use reporting to identify churn or operational risks.
- Use AI and modern technology tools to scale workflows and improve day-to-day execution, and guide peers on process improvements.
- Collaborate with product, clinical, data science, and legal teams to resolve issues.
- Learn Lyra product offerings to champion new features and maximize customer adoption.
- Partner with marketing to deliver customer communication campaigns and workshops.
- Re-evaluate day-to-day priorities as departmental needs and workflows evolve.
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