Customer Success Manager I

About the role

Lyrahealth is seeking a dedicated professional to manage relationships and drive outcomes for our small to mid-sized business clients. You will act as the main point of contact for employer benefit teams, ensuring they receive high value from our mental health services. This position requires a self-starter who can navigate complex environments and maintain a focus on long-term client retention.

Key facts

What you'll do

• Own the relationship for SMB employer accounts ranging from 500 to 1,500 lives.
• Oversee contract renewals and work with Account Executives to find growth opportunities.
• Present data-backed business reviews to help clients meet their utilization targets.
• Track account health metrics to catch and mitigate potential churn or operational issues.
• Use AI and modern software to streamline daily tasks and share process improvements with the team.
• Coordinate with clinical, product, legal, and data science departments to solve client problems.
• Become an expert on all Lyra products to promote new features and increase user adoption.
• Work with the marketing team to launch communication campaigns and educational workshops.
• Adjust your daily priorities to stay effective during organizational changes.

Requirements

• 5+ years of experience in customer success, specifically within healthcare, employee benefits, or human resources.
• Proven history of managing employer accounts with 500 to 1,500 lives.
• Commercial experience handling renewals and improving customer utilization metrics.
• Ability to work independently in a fast-moving environment.
• Strong communication skills with a focus on data storytelling and building stakeholder trust.
• Project management proficiency and a history of cross-functional collaboration.
• Commitment to improving the mental healthcare landscape.

Skills & tools

• AI and automation software
• Data analysis for business reviews
• Project management methodologies

Practical notes

• This role requires 10% travel.