Customer Success Manager I
Lyra HealthMental Health company
United StatesMid
Salesforce Ventures
Coatue
Addition
Greylock Partners
IVP
Dragoneer
Sales & Account Management
About the role
TL;DR
Manage customer relationships, drive utilization, and ensure retention for SMB employer clients.
- •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.
- •Key Responsibilities Serve as the primary relationship owner for SMB employer customers (500–1,500 lives), partnering closely with customer benefit teams and key stakeholders.
- •Manage renewals and partner with Account Executives to identify expansion opportunities, ensuring customers feel supported and delighted, and are retained year over year.
- •Support customers’ utilization goals through value-driven, data-led business reviews (QBRs/ABRs).
- •Monitor account health proactively to identify churn or operational risks through efficient reporting.
- •Leverage AI and modern technology tools to scale workflows, optimize day-to-day execution, and guide peers on process improvements.
- •Requirements 5+ years of experience in customer success or a related field, ideally within HR, employee benefits, or healthcare.
- •Experience managing employer accounts with headcounts within the 500–1,500 range (or similar mid-market complexity).
- •Demonstrated ability to operate effectively in fast-paced environments and navigate ambiguity with autonomy.
- •Strong commercial acumen with direct experience managing renewals and driving customer utilization metrics.
- •Excellent verbal and written communication skills, with a track record of gaining trust quickly and using data storytelling to influence stakeholders.
Required skills
Customer SuccessAccount ManagementProject ManagementExcelPowerPoint
Nice-to-have skills
HR
Domain expertise
healthcarehrtech
Tech stack
PythonJavaScriptSQLAWSGoogle CloudAzureJiraConfluenceSlackExcelPowerPoint