Customer Success Manager I

**About the Role**

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.

### 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.
• Collaborate cross-functionally with product, clinical, data science, and legal teams to resolve issues and present a unified front.
• Master multiple Lyra product offerings to effectively champion new features and maximize customer adoption.
• Partner with marketing to deliver engaging communication campaigns and workshops for your customers.
• Proactively re-evaluate day-to-day priorities to maintain focus during departmental shifts or evolving workflows.

### Experience

• 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.
• Ability to leverage AI and software tools to automate tasks, optimize workflows, and drive operational efficiency.
• Strong project management skills and the ability to collaborate successfully across cross-functional teams.
• A growth mindset and a passion for mental health and changing the healthcare landscape.
• Willingness to travel (10%).